IT service & Project management is the craft of implementing, managing, and delivering IT services to meet the needs of the organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value.

Key Responsibilities:

Business analysis

• Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization.
• Assists in defining acceptance tests for these recommendations.

Service level management

• Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.

Project Management

• Takes responsibility for the provision of support services to projects.
• Uses and recommends project control solutions for planning, scheduling and tracking projects.
• Sets up and provides detailed guidance on project management software, procedures, processes, tools and techniques.
• Supports program or project control boards, project assurance teams and quality review meetings.
• Provides basic guidance on individual project proposals.
• May be involved in aspects of supporting a program by providing a cross program view on risk, change, quality, finance or configuration management

Service acceptance

• Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.
• Feeds into change management processes.

Change management

• Develops, documents and implements changes based on requests for change.
• Applies change control procedures.

Release and deployment

• Uses the tools and techniques for specific areas of release and deployment activities.
• Administers the recording of activities, logging of results and documents technical activity undertaken.
• May carry out early life support activities such as providing support advice to initial users.

Problem management

• Investigates problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.

Incident management

• Following agreed procedures, identifies, registers and categorizes incidents.
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
• Maintains records and advises relevant persons of actions taken.