Application Service Management

The FS (Financial Services) SDM sits between the technical teams to translate technical impact, understand impact and manage the notification and interface between ‘IT’ and supplier teams.  This is an on-call role.

They will evaluate all change based on the scope of impact and plan, inform and negotiate where required.

They will produce monthly service stats and plan for any service improvements required.

They will document and detail service management processes on-going. 

For example, they would take notification of an outage or significant degradation on a system, determine the impact to FS and plan notification actions.  This could be 24/7.  They are likely to keep all stakeholders and partners updated on the specific FS Impact, remediation, root cause and close out details. 

For example they will attend the daily change board to understand any wider changes that may impact, where needed they will plan, inform or negotiate changes to that schedule

For example monthly availability stats and reports to feed in to monthly contract renewals

For example I have drafted the incident and change high level process.