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The Save the Children Fund, commonly known as Save the Children, is an international non-governmental organization that promotes children's rights, provides relief and helps support children in developing countries
Role Purpose:
The primary purpose of the Service Quality Manager is to ensure that the services and support provided to SCI Centre, ROs, COs and Members across the SCI IT teams are effective through identification of the root cause and ensuring resolution of issues at source.
The Service Quality Manager will be senior (CXO) stakeholder facing, taking a leading role in incident and problem resolution with members and SCI functions on behalf of the Director of Technology Services. In doing so they will be expected to be able to apply strong communication, team working and problem solving skills, to manage incidents and problems satisfactorily.
This role will own all major IT incidents and coordinate IT’s response to major incidents not owned by IT, coordinating the resources needed, lead the response planning and manage communications in line with SCI IT major incident management plan. They will own and maintain the major incident management plan, ensuring it is current, effective and accurate.
The Service Quality Manager will be responsible for identifying, analysing and managing the resolution of key problems across the technology function including (but not limited to):
They will work closely across SCI IT functions to identify root cause, assess options for remediation and agreeing solutions, and be accountable for ensuring satisfactory resolution
is achieved for stakeholders in COs, ROs and Members
The role will contribute to development of application and technology roadmaps , identifying and prioritising improvements and will engage in the service planning for new services and project cutovers to assess and identify potential impact on existing services and service delivery.
EXPERIENCE AND SKILLS
Essential
Desirable
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