Reporting Structure

Reporting Structure

Separation of roles: Business Partner vs Supervisor

Role of Business Partner

  • Partner with faculty leadership to identify opportunities and prioritise projects based on predefined criteria
  • Assess faculty needs and provide strategic interfaces to NUS IT and other business units for support, advice and solution
  • Provide guidance on technology adoption and risks to maximise the efficiency and effectiveness of the faculty
  • Provide regular update to faculty leadership on key IT initiatives across campus for feedback, applications and continual optimisation
  • Review service levels and performance report with faculty leadership regularly for continual improvement

Role of Supervisor

  • Manage duty roster to man service hotline
  • Ensure service requests are followed up by the appropriate service team
  • Make day-to-day operational decisions
  • Facilitate team members to handover/takeover tasks from other service teams (including HR/Finance/Procurement Shared Services) to reach Target Operating Model
  • Implement work shadowing for knowledge transfer
  • Facilitate the transition of in-scope services
  • Facilitate the transisiton of out-of-scope services
  • Escalate to team leads to improve service delivery

Role of Team Leads

  • Represents the services identified in the IT Service Catalog across the University.
  • Serves as the point of escalation (notification) for major incidents.
  • Develop service pages for the ITSS Service Catalog.
  • Coordinate SLA creation, reviews, and updates. * Identify service team and facilitate team meetings, activities and training.
  • Lead teams through service lifecycles.
  • Identify and publish service metrics.
  • Participates in external service review meetings (with the business owners).
  • Service Owners should ensure that their service teams are familiar with the following processes:
    • Request Management – including using of IT Request Ticketing System to raise, update and close off requests ticket.
    • Change Management - including awareness of events listed in maintenance calendar and normal, standard and emergency changes processes.
    • Knowledge Management - including content templates, appropriate review and updating of database.
    • Incident Management - including responding to unplanned outages.