Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. - Determines service level requirements and negotiates and agrees service levels implementations and then ensures that service delivery is monitored and all relevant information is recorded and analyzed. - Establishes, and maintains, and/or reviews operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency to ensure agreed service levels are met and all relevant procedures are adhered to. Provides appropriate status and other reports to specialists, users and managers. - Diagnoses service delivery problems to identify actions required to maintain or improve levels of service and then initiates or delegates required actions to address. - Initiates or refers required actions. Ensures that appropriate action is taken to investigate and resolve incidents and problems in systems and services and ensures that such incidents and problems are fully documented within the relevant reporting systems and coordinates the implementation of agreed remedies and preventative measures. - Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance and effective use of IT components and monitors their performance. - Coordinates scheduling of and supervises all maintenance and installation work. Ensures that operational procedures and working practices are current and fit for purpose and ensures that operational problems are identified and resolved. - Maintains a broad understanding of the commercial IT environment, how XIM sources, deploys and manages external partners and when it is appropriate to use in-house resources.