Client: European Chemicals Agency [ECHA] in Helsinki, Finland.
Framework Service Manager for an IT services outsourcing contract, which included services in application management, bespoke development, and service desk domains. Preparation of the governance framework by drafting and submitting underpinning strategies.
Document and implement processes, based on the ITIL framework. Establishment of performance indicators and reporting mechanisms.
Undertake initiatives for the improvement of the services and relevant processes.
Establish a service desk function and design the underlying processes.
Design procedures for measuring and analysing the users’ satisfaction by identifying areas of improvement.