
Technical Service Manager
5 days ago
We are a global leader in engineering and professional services at WSP, delivering innovative solutions to our clients worldwide.
This role is part of the Enterprise IT Service Management Organisation, reporting into the Practice Manager, Operational Readiness, as part of our global transformation program.
Key Responsibilities:- Develop awareness and engagement between the IT Project Management Office and Front Line Services Hub organisations, including IT Partners and other 3rd parties working as part of the Hub operation.
- Work within defined processes and operating procedures to ensure seamless support for new or changed services.
- Ensure effective training and documented knowledge transfer among support and operational teams, including 3rd party suppliers and IT partners.
- Collaborate with the Enterprise ITSM Asset & Configuration Management team to maintain an accurate CMDB.
- Manage the Service Catalogue through 'the project' to reflect changes to existing services and add/new or retired services.
- Work with IT Project Management Office and Front Line Services Operational teams to assess and address identified 'project' risks and issues before Change Enablement.
- Establish correct expectations on the performance and use of new or changed services with Front Line Services operational teams and regional Business Partners.
- Capture Lessons Learned for continuous improvement of the Service Transition process and standard operating procedures.
- Contribute to continual service improvement activities by providing inputs based on experience and observations and through feedback.
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