IS/IT Service Manager (ISM)

Role and tasks

Competences developed

• Efficient and high-standard communication (written and spoken) within a professional environment.
• Ability to manage services in the ICT environment.
• Ability to perform work according to the code of ethics and the legal aspects of the ICT environment.
• Leadership and teamwork ability.
• Ability to evaluate technology services and develop management and operation procedures based on the resources, the possible alternatives and the circumstances of the environment.
• Ability to update his/her professional skills to adapt to technological innovations and new information system environments.
• Ability to identify the characteristics of different types of organisations and the role of information systems and technologies in the organisation.
• Ability to abstract a problem to the appropriate level in order to analyse and resolve it by using suitable skills and knowledge.

Activities performed

• Defined, designed, delivered and managed services of information systems and technologies.
• Applied methodologies, reference frameworks, standards and best practices related to ICT services in general, with the expected rigour for auditable IS / IT services.
• Defined and applied the appropriate methods to determine the KPIs and contracted SLAs/OLAs in agreement with the commercial and legal departments to guarantee the efficiency, efficacy, quality, continuity, availability, security and objectives agreed with the departments or customers using the ITC services.
• Drew up stakeholder maps, organisational charts of the users, as well as role and responsibility matrixes of an ICT service in its different stages from the perspective of the ICT department's responsibility and in relation with the organisation's vision, values and strategy.
• Determined the components, processes and technology culture which support the creation and delivery of an ICT service communicating with both the representative of the (internal or external) users and the different technical and management teams which are involved.
• Determined the organisational capacity and the economic and organisational impact of each ICT service to correctly assess the risks and establish the appropriate preventive resources and measures according to the expected demand, available capacity and required security.
• Analysed and supervised the operational processes involved in ICT services to create / modify procedures for their correct implementation and delivery / maintenance according to the key indicators and established service levels, considering economic and legal aspects if needed.
• Presented and defended regular management reports to the customer or users' department and organisation, drafted and presented inventories of the services managed both proactively and reactively, especially in internal or external auditing processes.
• Proposed improvements to the managed services and participated in the management of the consequent changes related to the established indicators for the delivery of ICT services and the involved economic aspects according to the current strategy of the organisation.
• Managed the relationship with external and internal providers of the managed IS / IT services, collaborated with the commercial, presales and legal departments to define new services, and helped with the correct interpretation of the service delivery indicators.