Responsibilities ofthe Cross Functional Services Lead :
Design& implement ITIL process & procedure
s ·Ensurethe services are delivered by the Service management team comply with therequirements of the contract
Ensure service level targets are met for all SLA / KPI agreed in the contract for service management team. In case of any misses, identify the root cause and work for improving the service levels to comply with the agreed targets.
Work with other tower leads to help them from process perspective in case there are any SLA / KPI misses in their areas. ·
Workwith the team to create necessary process documentation and implement it as andwhen required ·Periodically reviewthe existing processes to identify the gaps / areas of improvements
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