Service Manager (Incident and Problem)

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DFI Team Brief

The Incident/Problem Manager owns and champions the Incident & Problem Management process that will be used across DFIT service operations and serve as a prescribed best practice framework for Country IT and DFIT COE groups to adapt. Furthermore, the manager is responsible for overseeing the governance and driving the cadence of activities, involving the corresponding DFIT COE team in the process of effective Incident & Problem Management.

The Service Manager is accountable for ensuring that the Service Operations meet the Customer business needs and according to agreed-upon Service Levels. He or she must also drive Continuous Service Improvement through periodic joint reviews and leading strategic initiatives that will enhance the Service Portfolio, Customer Experience, and at times, even the IT Solution itself.

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