Junior, Mid-Level
Service Management Officer (SMO)
Service Management Officer (SMO)
Location: Philippines, PH
Profile: User Management
Role: T I
Assists in defining, documenting and updating the SLA
Prepares SLA Reports (analysis, justification and identification of action items to be provided by the SDMs /SDLs)
Submits monthly SLA Reports to stakeholders
Develops /enhances SLA Report template and other monitoring tools template
Calculate, monitor and track penalties and rewards, if applicable, and provide report
Provide other SLA-related reports / statistics
Ensure that defined metrics are being collected and governance tasks are executed to standards
Assists in conducting quality assurance process audit
Aid in the use of data and data analysis for the improvement of Services and Service Management Processes
Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards
Closely coordinates with relevant personnel (e.g. Quality Manager, Process Managers/Owners, Trasnformation Manager, SMO Lead) for improvements
Coordinates the continuous activities of managing ITSM services which may include Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement
Monitor status and make follow up on identified action items
Facilitates meetings and prepares minutes and highlights and action items
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