Command and Control Senior Manager

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 for 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, risk mitigation, and the development of 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 statuses 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 compliant 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 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 communication for all Major Incidents.

Service Operation / Request Fulfillment

The Senior Manager leads the C3 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 for ensuring 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 for maintaining a First Contact Closure rate of no less than the 90th percentile when measured against industry standards.

The Senior Manager is responsible for maintaining 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 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 account