IT SDM, Service Delivery Management

Job Description

The SDM is responsible for maintaining, supporting, and upgrading existing business systems and applications, including relationships and dependencies between applications. Work with Business units and conduct BIA (Business Impact Analysis), monitor usage and initiates decommission if the IT system no longer fulfil security and policy requirements or if the usage is too low. Responsible for performing - and action on findings – in GRC audits (Governance, Risk management and Compliance) and participating in external audits.
The SDM is responsible for the IT system throughout the life cycle; meaning cooperate with business units and conduct BIA (Business Impact Analysis), keep track of usage and initiate decommission if the IT System / Applications no longer meet requirements or if the usage is low. License management. Manage vendor relationship and contracts to ensure that services meet business needs. The SDM is responsible for the communication from users to IT regarding bug reports, service requests, but also for the framework for user communication from IT such as release notes, outages and planned changes.

KEY RESPONIBILITIES

• Triage incoming incidents and service requests and resolve when possible
• Handle change management activities
• Plan and follow up on IT system maintenance
• Set up and maintain entitlements in IGA tool
• Provision user accounts and permissions
• Run IT system life cycle management
• Ensure authentication and authorization, logging, privacy policies etc is implemented according to security policies.
• Ensure monitoring on infrastructure and application level.
• Ensure information backup and that recovery is possible.
• Ensure system documentation and API specifications exist and are up to date.
• Provide user training framework
• Manage vendor relationship and contracts to ensure that services meet
• business needs.
• Perform GRC audits and participate in external audits
• License Management