David Morton

Background

About David Morton

IT Service Delivery Manager Current Position Purpose: • To ensure all service support and service delivery actions within Service Operations meet business needs. • Responsible for end user IT Service satisfaction • Monitor and measure the activities of the Service Operations teams and ensure service quality and governance with agreed processes and procedures • To ensure capacity management and planning is carried out in the IT environment, and that Towergate has sufficient capacity for efficient delivery of the IT Service. • Provide single point of contact interface between Jensten service needs and one or more assigned vendor suppliers • Act as a second level of escalation in Service Operations for Jensten business units. • Maintain strong relationships with the Business by effectively managing expectations and inspiring confidence in delivery of the IT service • To understand the customer requirements for availability and ensure proactive monitoring is in place to alert on potential problems that could impact on the service availability. • Develop SLA’s for all services and ensure services are delivered in line with the agreed SLA’s • Design measure methods and metrics for the assessing effectiveness and efficiency and support service improvement • Responsible for the scope and production of service management reporting • To own the IT Service Catalogue to ensure the information contained is accurate and current