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Operations

KEY FUNCTIONS

Service Planning and Management

  • Focuses on the operational and tactical issues in delivery of IT services such as service improvement and customer satisfaction to manage IT’s service levels with the business stakeholders
  • Responsible for operational oversight of agency relationship management, portfolio management, operations and delivery of services such as end user support, applications and data management, data center operations, network and IT security
  • Participates and assists in the preparation of the annual budgeting plan for each IT functional area, and coordinates the contract and resource management efforts
  • Evaluates and refreshes the portfolio of services that can be offered most cost-effectively

Service Reporting and Analysis

  • Analyzes and reports on IT service quality and efficiency; identifies and reports on opportunities for improvement and key trends

IT Finance and Budgeting

  • Works closely with sub-function managers on cycle forecasts, chargeback management, contract management, rate case planning, and annual IT budget planning in collaboration with strategic planning /governance; seeks to manage the true costs of IT

IT Purchasing and Procurement

  • Enables effective decision-making on purchasing technology collaboratively and in accordance with enterprise standards

IT Licensing and Contracts Management

  • Provides a comprehensive support for all IT contracts and licensing

IT Vendor / Provider Management

  • Develops /implements the vendor sourcing strategy, manages performance to optimize cost, risk, benefit and service management

Chargeback / Rate Setting

  • Develops rates that reflect appropriate cost for each service and provides transparent information to end users about use and fees

Service Catalog Development

  • Develops service catalog in alignment with overall IT strategy; partners with functions to determine forward looking service needs
  • Assesses customer demand in support of development, transition, operation and retirement of services in the catalog