1. Supply Harmonization
- Assess maturity of internal and external resolution teams and feedback potential improvements or team development initiatives to IS Service and Supply Integration (SSI) for further discussion and planning.
- Safeguard the alignment, integrity and quality of operational procedures executed by service providers and initiate improvement actions while closely cooperating with IS Tower Service Coordinator(s).
- Help to shape partner models and manage existing relationships by acting as a single point of contact for cross-tower services assigned to you.
2. Internal Consulting
- Consult with both internal and external suppliers to solve coordination issues. Ensure streamline future SIAM practices.
- Act as authority to Subject Matter Experts in relation to relevant IS Service offerings.
- Consult Service Design & Introduction within our global service delivery organization about as-is tower capabilities and supplier service capabilities.
- Drive effective IS services by eliminating inefficient activities e.g. duplication or ineffective communication.
- Facilitate delivery by IS Supply with regards to defined Infrastructure Services to ensure agreed service targets are met (incl. timeframes, budget and quality requirements).
3. Supply Integration Governance
- Adhere to the IS process framework and governance model.
- Enforce the target operating model internally by compliance assessments with technology tower coordinators and externally by assessing suppliers if they comply with documented processes.
- Actively contribute to the End to End Operational Status Meeting and the End to End Change Control Meeting for defined E2E infrastructure services in scope.
- Active participation in Cross Tower Subject Matter Expert Meetings.
4. Major Incidents Coordination and Prevention
- Ensure coordination of cross tower high severity incidents and those tickets that have escalated from the normal process – resolve bouncing incident assignments.
- Coordinate the resolution of major incidents and communicate with all involved stakeholders e.g. status information and resolution actions.
- Correlate information regarding cross tower incidents, identifying potential patterns and trends for proactive problem management and cross tower knowledge management.
- Identify potential problems as well as assure lessons learned about problem resolution methods and techniques.
- Initiate service or process discipline improvement initiatives. Manage the execution of the cross tower Service Improvement Plan.
- Interface with the Global Service Delivery Organization for Service Assurance and Service Innovation.
- Interface with the Global Operational Supply Management Organization for Service Level Achievements and asset management topics.
5. Knowledge Integration
- Keep knowledge up to date regarding processes, technology and industry practices and ensure that the knowledge management process is actively managed.
- Actively provide feedback about gained knowledge and drive opportunities to re-use knowledge across towers in a consistent way.
- Ensure consistent documents management between suppliers and between retained tower coordinators and Service Provider Managers.
- Actively participate in ABB internal and external communities of SIAM practices.
6. Process Disciplines
- Challenge the existing process and tool implementation regarding their applicability and recommend improvements.
- Ensure process integration by capturing, consolidating and discussing requirements for process improvement with various stakeholders within all towers.
- Own the end to end execution and perform defined activities in supplier performance management, change coordination, release & deployment management, incident and major incident management. Own cross tower problems throughout their entire lifecycle and drive tower management alignment to appropriately fund changes to resolve problems.
- Coordinate the handling of non-standard service requests in close cooperation and alignment with Global Service Delivery Innovation projects.
