Responsibilities

• Provides a managed level of service at budgeted cost to all users. Builds and manages aggregate service plan (including cost and resources forecast) for services. Identifies and manages improvements.
• Forecasts medium-term volumes for services managed, in terms of service demand from all sources and capacity units (skill, space, processing, storage, and bandwidth). Acquires/manages capacity in line with policy to balance utilization and responsiveness to new demands; allocates workload across different geographic capacity pools to meet customer needs and utilization requirements
• Forecasts service demand and resource needs within cost budget; manages directly assigned workforce (customized service) within budget; provides input on customer satisfaction needs and issues to competency development
• Sponsors, leads, and funds improvement team for the delivery infrastructure
• Maintains Competence Profile