IT Service Continuity Manager
From IT frameworks
Contents |
Job Description for the position of IT Service Continuity Manager
IT Service Continuity Management is a discipline in IT service management.
The role of IT Service Continuity Manager is to ensure the goals of the IT Service Continuity Management process are achieved. The main goal is to support the overall Business Continuity Management process by ensuring that the required IT technical and service facilities (including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and Service Desk) can be resumed within required, and agreed, business time scales.
The job
The IT Service Continuity Manager is a position within the scope of IT Service Continuity Management ITILv3 process.
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are Service Design Manager.
- Immediate juniors are the Service Design Management staff triggering the IT Service Continuity Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Show me: The Business Continuity plan for IT
- Show me: The ITSC Plan per Business Continuity Plan
- Revision date less than 3 months old
- Alignment with Capacity Management process and Availability Management process.
- Number of bypasses of the process
- Number of incidents against the service
- Number of Changes caught on Business side or third-party suppliers that affected the ITSC Plan
- Percentage of employees aware of the ITSC Plans
- Number of IT services not included in a ITSC Plan
Responsibilities
IT Service Continuity Manager is responsible for:
- Tasks
- To perform Business Impact Analyses for all existing and new services
- To implement and maintain the ITSCM process in accordance with the overall requirements of the organization's Business Continuity Management process
- To represent the IT services function within the Business Continuity Management process
- To ensure that the development and maintenance of all ITSCM plans, risks and activities
- Managing the ITSCM Plan while it is in operation
- To perform risk assessment and risk management to prevent disasters where cost justifiable and where practical
- To maintain a comprehensive IT testing schedule, including the testing of all continuity plans in line with business requirements and after every major business change
- To undertake regular reviews, at least annually, of the Continuity plans with the business areas to ensure that they accurately reflect the business needs
- Assessing changes for their impact on IT Service Continuity and IT Continuity Plans
- Attendance of CAB meetings when appropriate
- Personnel
- Leading and supporting the IT Service Continuity Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the IT Service Continuity Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Design Manager (To ensure IT Service Continuity issues are managed in relation to the IT Service Continuity Management process description)
- To Service Owner (To improve all IT Service Continuity Management decisions)
- To Service Design Management (For IT Service Continuity issues needing escalation)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Service Design design time scales (ITSC plans meets targets within SLA).
- Service Design designs IT Service Continuity Models with pre-defined activities. Any changes to these activities must be transitioned.
- An escalation plan to the Service Design Manager must exist.
Resources
Internal resources
- The IT Service Continuity Manager has internal resources available as defined by the organization for process owners.
External resources
- The IT Service Continuity Manager has external resources as appropriate to ensure the fulfilment of the objectives of the IT Service Continuity Management process.
Qualifications
It is expected that the IT Service Continuity Manager has the competence required to competently manage the IT Service Continuity Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the IT Service Continuity Management ITILv3 process better so that expectations are continually met.
Advancement
As IT Service Continuity Manager you have the possibility to apply for positions as Service Design Manager and other key positions in the Design life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
