Service level management:

• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information;
• Analyses service delivery performance to identify actions required to maintain or improve levels of service;
• Initiates and reports on actions to maintain or improve levels of service;
• Prepares proposals to meet forecast changes in the levels or types of services;
• Reports demonstrating adherence to service level agreements, including uptime, response times, and service delivery quality;
• Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.

Change Management:

• Review the requested changes to ensure they are tracked and reviewed (Evaluate the potential impact of proposed changes on current operations, identifying any risks, dependencies, or service disruptions that could arise) supporting the Change Manager and the Change coordinators;
• Support and/or coordinate the weekly NDWC Change Advisory Board;
• Monitor system performance and stability after the change to evaluate its effectiveness;
• Support the management of Changes lifecycle, from the initial assessment to the closing.

Continuity management:

• Contributes to the development of continuity management plans;
• Identifies information and communication systems that support critical business processes;
• Coordinates business impact analysis and the assessment of risks;
• Coordinates planning, designing, and testing of contingency plans.

Problem/Risk management:

• Oversee planning and implementation of complex and substantial risk management activities within a specific function, technical area, project or programme;
• Create and maintain a knowledge base of known errors, problems, and resolutions. Engage with IT teams and end-users to facilitate faster incident resolution and continuous improvement.

Availability management:

• Analyses service and component availability, reliability, maintainability and serviceability;
• Contributes to the availability management process and its operation;
• Performs defined availability management tasks;
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels;
• Implements arrangements for disaster recovery and documents recovery procedures;
• Conducts testing of recovery procedures Customer service support;
• Acts as the routine contact point, receiving and handling requests for support;
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution;
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate;
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues;
• Contributes to creation of support documentation.

Continuous improvement:

• Regularly monitors systems, performance metrics, and incident trends to identify inefficiencies, recurring issues, and bottlenecks that can be targeted for improvement;
• Conduct regular audit to support the implementation of process improvements to optimize service delivery;
• Manage and update the Continuous Service Improvement Registry to record, prioritize and track ongoing improvement initiatives in service operations;
• Regularly update the NDWC Lesson Learned Report.

Contract management:

• Monitors progress against business objectives specified in the business case;
• Identifies and reports under-performance and develops opportunities for improvement;
• Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance;
• Identifies where change is required, and plans for variations;
• Ensures, in consultation with stakeholders, that change management protocols are implemented.