Position Overview
The C3 Senior Manager is responsible for the day-to-day management and operations of the Command-and-Control Centre (C3). The C3 acts as the single point of contact for Client interaction and the resolution of service activities in support of Client requests. Support activities for service may be Client generated, auto generated, or via internal workflow. C3 Management is accountable to ensuring that all processes, policies, and procedures of operations are fully compliant with the standards of ISO 20000, ITIL v3, and ISO 27001/2.
The purpose of this role is to provide the organization with a single point of accountability for the delivery of service excellence. The individual assigned to this post must provide the oversight and leadership necessary to elevate C3 as a business function to operate above the ninetieth (90th) percentile when measured against industry leaders. This includes staff optimization (increase output and reduce cost), continuous service improvement, reduction - formal acceptance - or mitigation of risk, and to develop a culture of knowledge sharing in support of service excellence.
Job Responsibilities
- The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Event Management, Incident Management, and Problem Resolution
- The Senior Manager is accountable to guarantee both passive and active monitoring tools are in place and fully functional 24x7x365 to maintain 100% compliance for data capture for any change in any Configuration Item (CI) or Service under management
- The Senior Manager is responsible to ensure that monitoring systems and practices are constantly tuned to guarantee Event management is focused on generating and detecting meaningful notifications about the status of the IT infrastructure and Services
- The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Event Management is functioning within a complaint state; where variations occur, clear documentation is present to show remediation timelines and plans for audit purpose
- The Senior Manager is accountable and responsible for ensuring end-to-end compliance to established Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for all aspects of the service desk function
Service Operation / Incident Management
- The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Incident Management
- The Senior Manager is accountable for planning, management, and operations of all tools, processes, and people involved in the Incident Management process
- The Senior Manager is responsible for coordinating all interfaces between Incident Management and other Service Management Processes
- The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Incident Management is achieving greater than the 90th percentile in efficiency, cost, and Client satisfaction
- The Senior Manager is accountable and responsible for the end-to-end management, oversight, escalation (technical and management), and communications for all Major Incidents
Service Operation / Request Fulfillment
- The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Request Fulfillment
- The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Request Fulfillment is achieving greater than the 90th percentile in efficiency, cost, and Client satisfaction
- The Senior Manager is accountable and responsible to ensure proactive oversight, guidance, and direction is supplied on a day-to-day basis to staff in relation to Request Fulfillment
- The Senior Manager is responsible to maintain a First Contact Closure rate of no less than the 90th percentile when measured against industry standards
- The Senior Manager is responsible to maintain a Client Satisfaction rating of no less than the 90th percentile when measured against industry standards; this includes coordination with marketing to ensure both automated and manual processes are in place to measure Client satisfaction for surveys and other tools
Service Operation / Problem Management
- The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Problem Management
- The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Problem Management is achieving greater than the 90th percentile in efficiency, cost, and Client satisfaction
- The Senior Manager is accountable and responsible to guarantee that Problems are logged, categorized, prioritized, investigated and diagnosed, known error recording occurs, resolution management, and leads Major Problem Review and reporting
- The Senior Manager is responsible to coordinate with all resources both internal and external to ensure effective and efficient use of company resources in closure and management of the Problem Management function
Service Operation / Access Management
- The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Access Management
- The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Access Management achieves a secure operations practice to protect all Configuration Items (CI) and Services aligned to ISO 27001/2 standards
- The Senior Manager is responsible to educate and inform all Operations personnel of security practices and policies to maintain compliance to ISO 27001/2 standards
Continual Service Improvement / 7 Step Improvement process
- The Senior Manager is responsible for defining service objectives and measurements to collect, process, and analyze relevant data to present to senior management with recommendations for service improvement, aligned to the 7 Step Improvement Process
- The Senior Manager is responsible for developing and maintaining the continual service improvement plan and enacting changes for improvement
- The Senior Manager is responsible for managing the CSI register as a tool to document, analyze, and plan for improvements
Continual Service Improvement / Service Measurement
- The Senior Manager is accountable for defining the technology, process, and service metrics that are used to identify service measurement and service improvement opportunities
- The Senior Manager is responsible for documenting and proposing service improvements on a regular basis based on analysis of defined service measurements
- The Senior Manager is responsible for promoting and tracking the progress of service measurement and service improvement requests, with timely escalation to the Vice President, Operations when presented with challenges to effective implementation of either
Continual Service Improvement / Service Reporting
- The Senior Manager is accountable for the timely delivery of daily, weekly, monthly, quarterly, and annual reports regarding the status and effectiveness of service improvement
- The Senior Manager is responsible for using feedback from service owners, Incidents, Problems, Service Requests, and documented effectiveness gaps to identify service measurement and service improvement opportunities
Job Requirements
- 5 to 10+ years of previous operations experience as a Senior Manager with direct experience in a Data Centre, Cloud Computing, Managed Services, or Hosting environment as associated to ITIL and ITSM practices
- Bachelor’s degree in computer science or relevant area or accumulated on the job experience within the IT/Technology Services industry
- Demonstrated leadership, communication, and technical writing skills
- Advanced skills in a wide array of technologies to ensure operational expertise and technologies that are aligned to the Services offered by the company
- Ability to budget, multi-task, prepare reports, and measure results
- Must speak and write fluently in the English language
