Request Fulfilment Manager
From IT frameworks
Contents |
Job Description for the position of Request Fulfilment Manager
Request Fulfilment Management is a discipline in IT service management.
The role of Request Fulfilment Manager is to ensure the goals of the Request Fulfilment Management process are achieved.
ITILv3 defines Service Requests as the following:
- A request for information, or advice, or for a standard change or for access to an IT service.
- Service Requests are usually handled by the Request Fulfilment group, and do not require an RfC to be submitted.
The job
The Request Fulfilment Manager is a position within the scope of Request Fulfilment Management ITILv3 process.
This document provides a good description of the position but is not complete for every organisation. Adjust as necessary.
Position
- Immediate seniors are Service Operations Manager and IT Operations Manager.
- Immediate juniors are the IT Operations Management staff triggering the Request Fulfilment 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)
- Number of presently unanswered Requests
- Number of Requests that have stopped dead in the process
- Number of staff presently running the process
- Number of bypasses to the process
- Time of day Requests have been submitted.
- Number of Service Requests through the Request Fulfilment Management process
- Number of Service Requests processed
- Number of Standard Changes processed
- Number of complaints and/or letters of praise
- Request Fulfilment cost - Cost based on time used from Service Request logging to Service Request closure.
- Results of customer satisfaction surveys
- Hours worked against budget
Responsibilities
Request Fulfilment Manager is responsible for:
- Tasks
- Responding to all Service Requests from customers and internal IT.
- Logging, categorization and prioritizing of Service Requests
- Triggering other necessary key processes with defined input
- Request Fulfilment closure after verification from users
- Evaluating Service Requests to determine if they are likely to reoccur
- Ensuring adherence to SLA
- Ensuring adherence to priority based management based on impact + urgency
- Production of management information in relation to agreed SLAs
- Making recommendations for Service Improvement Plans
- Ensuring the Request Fulfilment Management process is performed as designed.
- Developing a Request Fulfilment Management process model for the role of Request Fulfilment Manager.
- Ensuring the Request Fulfilment Management process is fit for purpose.
- Ensuring process description meets objectives
- Sponsorship, design, and continual improvement of the process and its metrics.
- Following the organization's policies relating to employment.
- Personnel
- Leading and supporting the Request Fulfilment Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Request Fulfilment 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 Operations Manager (To ensure Service Requests are managed in relation to the Request Fulfilment Management process description)
- To Service Owner (To improve all Request Fulfilment Management decisions)
- To Service Operations Management (For Service Requests needing escalation)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Service Design design time scales (Service Request response and resolution targets within SLA).
- Service Design designs Request Fulfilment Models with pre-defined activities. Any changes to these activities must be transitioned.
- Service Requests outside the scope of the SLA are escalated to the Service Operations Manager.
Resources
Internal resources
- The Request Fulfilment Manager has internal resources available as defined by the organization for process owners.
External resources
- The Request Fulfilment Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Request Fulfilment management process.
Qualifications
It is expected that the Request Fulfilment Manager has the competence required to competently manage the Request Fulfilment Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Request Fulfilment Management ITILv3 process better so that expectations are continually met.
Advancement
As Request Fulfilment Manager you have the possibility to apply for positions as Service Operations Manager and other key positions in the Operations life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
