Catalogue Management (Customer Experience)

Permanent

Gauteng

Posted 3 years ago

The SIAM function manages multiple service suppliers by integrating them, so they can collaborate to provide the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.

Catalogue management under the SIAM function is to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services encapsulated within a service catalogue. This includes creating closer, more collaborative relationships with key suppliers to uncover and realise new value and reduce the risk of failure.

Role Responsibilities:

Analyse stakeholders’ requirements for the service catalogue
Define service catalogue data structure
Define and agree service catalogue standard views for key stakeholder groups
Collect and maintain service catalogue data
Validate service catalogue request
Form and present the requested view
Request and process users’ feedback
Defining, designing, and maintaining the service catalogue
Understanding and managing stakeholder relationships
Continually improving the service catalogue structure, automation, and views
Effectively integrating the service catalogue into value streams
Effectively cooperating with other teams and roles
Continually improving the practice.

Delivery Responsibilities:

Provide all relevant information and assistance to SIAM in the development of the service catalogue
Raise requests in the appropriate format to request service provider changes to the service catalogue
Provide timely impact assessments to SIAM for any change requests raised by other service providers, SIAM and the client

Key Performance Indicators:

Periodic service provider and product provider ratings on completeness of value proposition.
Availability of service catalogue to users at agreed % of the time it should be available
Content to be refreshed each measurement period
Year-on-year improvements to the ease-of-use customer satisfaction rating
Catalogue to have the correct performance metric per service provided

Skills and Competencies

Ability to develop, maintain and distribute the service catalogue
Understanding of technical requirement for customers to gain on-line access to the service catalogue to the customers provider of services
Understand how SLA and OLA performances impact the decision of products.

Experience:

4-6 years experience as an asset manager
Good understanding of the services and products users will need on a catalogue
Good knowledge of the service catalogue structure and integrations
Knowledge of the IT asset register and ITSM tools

Qualifications:

Grade 12
ITIL Foundation qualification
Strong Excel Skills,
2 years’ experience in a similar role,
Technical qualifications would be beneficial

Deadline for applications is 2022/04/30

For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za

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Information Technology

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