There are several roles that are responsible for managing different key aspects of Service Strategy. This chapter discusses the roles of each in detail.
| Sr.No | Role & Responsibility |
|---|---|
| 1 | Business Relationship ManagerMaintains good relationship with customersIdentifies customer’s needsEnsures service provider meet customer’s needWorks closely with Service Level Manager |
| 2 | Demand ManagerResponsible for understanding, anticipating, and influencing customer demand for servicesWorks with capacity manager to ensure that service provider has sufficient capacity to meet the required demand |
| 3 | Financial ManagerResponsible for accounting, budgeting, and charging requirements |
| 4 | IT Steering Group (ISG)Sets direction and strategy for IT servicesReviews the business and IT strategies in order to make sure that they are alignedSets priorities of service development programs |
| 5 | Service Portfolio ManagerDecides on a strategy to serve customers in cooperation with ISGDevelops service provider’s offering and capabilities |
| 6 | Service Strategy ManagerWorks with ISG in producing and maintaining the service provider’s strategyResponsible for communicating and implementing service strategy |