ITSM & Vendor Management Specialist

ITSM & Vendor Management Specialist is a hybrid, high‑impact role that bridges service performance (ITSM) with strategic vendor oversight. The role ensures enterprise‑first outcomes, actionable transparency, and effective cross‑functional integration with Procurement, Finance, Legal, Security, Enterprise Architecture and GTS PMO.

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Key Responsibilities
A. ITSM / Service Performance, Quality & Continuous Improvement

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• Own and publish the consolidated Infrastructure KPI / SLA Dashboard and monthly Infrastructure Availability & Reliability Report (uptime, MTTR, MTBF, unplanned downtime), ensuring data quality, actionable insights and timely reporting across all pillars. Maintain the Major Incident & Post‑Mortem Register (P1/P2), driving root‑cause analysis governance and preventive‑action follow‑through.
  
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