• Manage process documentation, SOPs, Operations checklists for the service operation. - Review change requests, service requests, and Incident requests and refresh to assess operations delivery and ensure compliance with the various performance SLAs, SOPs and policies.

• Support the review of utilization reports, service review reports and work with vendor/client to update the capacity plans, delivery of Service against the performance SLA and ensure timely support without any disruption

• Support the regular reporting to the governance bodies on the progress against service requirements, service improvement plans, issues, and delivery concern matters collaborate with internal and external parties and close any gaps.

• Track and manage regular maintenance activities, changes, service requests, and incident requests for delivery on time within various SLAs

• Participate and coordinate the annual Disaster Recovery (DR), Business Continuity Plan (BCP) and Continuous Service Improvements (CSI) exercises for service operation.

• Manage incident and problem identification and resolution by coordinating the activities with infrastructure counterparts across cross functional teams

• Review and ensure timely update of the documentation for incidents or root cause analysis and to ensure timely escalation for timely recovery of the service for any incidents

• Ensure timely contract renewal of managed service-related contracts including with both internal and third-party vendors

• Monitor the service performance of collaborative delivery relevant teams - Reporting status of service delivery performance

• Ensure participation in service improvement planning, align with market/client requirements.

• Relevant experience in Project Management and Service Delivery related to infrastructure operations and process management
• About 3 or more years of experience in project management and service operation management for service delivery
•  Enough knowledge of project life cycle and practical experiences 
• Good experience in vendor management, customer communication and managing contracts and SLAs
•  Process oriented with focus on achieving operational efficiency and productivity
•  Adopting proactive attitude with sense of urgency in management of operations
•  Good stakeholder management skills with ability to engage and interface successfully
•  Degree in Computer Science, Engineering or related field or equivalent there
•  Relevant Project Management or ITIL Service Management certifications is an added advantage