Category: Delivery and operation

Subcategory: Technology management

Technology service management - ITMG

Managing the provision of technology-based services to meet defined organisational needs.

Levels:

Level 5:
Description: Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services. Leads service delivery, ensuring agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures. Ensures processes, procedures and practices are aligned across teams and providers to operate effectively and efficiently. Monitors technology services performance. Provides appropriate status and other reports to managers and senior users.

Level 6:
Description: Manages and allocates resources for budgeting, estimating, planning, developing and delivering a portfolio of technology services and systems. Engages and influences stakeholders to ensure services are developed and managed to meet agreed service levels, security requirements and quality standards. Plans and implements processes, procedures, tools and practices for monitoring and managing the performance of technology services. Aligns the contribution of specified systems and services with organisational and financial goals. Recommends sourcing options, whether in-house, outsourced, or a combination, ensuring optimal service delivery.

Level 7:
Description: Sets the strategic direction for managing the technology services portfolio, ensuring alignment with organisational strategies, objectives and emerging opportunities. Promotes and assesses technology's potential to drive change, evaluating feasibility and impact. Authorises the establishment and integration of new or modified service delivery capabilities, balancing in-house and outsourced options. Oversees resource allocation for planning, developing and delivering technical services and products. Maintains a strategic overview of how technology services contribute to organisational success.