Due to the manageable amount of tasks and interdependency in areas of Account Management, Stakeholder management, Resource Management and Change Management, experienced operations managers will be adequate to fill in these roles. Briefed here under are the responsibilities of these operations managers in the different roles.

Account Management:
Account management role of the Operations Manager ensures that the IT spend reaps maximum return on investment. Monthly reporting of the activities will be conducted to the organisation to discuss the issues of the past month and come to consensus on the remedy action. Account management will report to the IT Management of the organisation to guarantee that their expectations are met according to the service agreement.

Stakeholder Management:
Stakeholder management is part of the softer management skills set and will be planned to run in parallel with supporting and maintaining the infrastructure. It is not sufficient to only create an effective solution, but also ensure to address all actions required to obtain ownership and commitment from the organisations, so as to make it sustainable within the organization. Day to day communication with the management to report on the state of the IT Support Services and planning will be made the responsibility of this role.

Resource Management:
All the resources will be highly skilled and will follow pre-defined methodologies in their respective roles. The reporting of deliverables and time will be an integral part of these methodologies. Resource performance management and issues in their work will be dealt with internally by this role, without affecting the delivery of the service to the organisation.

Change Management:
Another important aspect in the operations management is effective change management. There are several key components of effective change management: 

 Identifying all of the stakeholders within a change initiative

 Understanding their expectations

 Defining their degree of influence and attitude to the change

 Planning the specific actions that need to be taken with each stakeholder group to manage their expectations

Governance:
Governance is an important aspect in any service. Defining the boundaries of the services and putting processes and landscapes together, of which the personnel need to work, is the primary objective of this role. Most importantly reviewing and controlling changes, making sure that everyone and every system adheres to these principles will be the constant intent of this role.

The set of responsibilities in this role are described briefly here.

Standards:
Standardisation at all levels of the service is very important. This forms the foundation of the governance framework. This functional area will ensure consistency in service delivery by adhering to the following:

 Standardized Methodology

 Standardized Troubleshooting

 Standards – based Networking Practices

 Documenting the standards 

Research:
For any environment, research is critical to keep abreast with the technology and best practices. The research role of governance allows any organisation in achieving its business objectives through utilizing technology. Constant thirst for betterment keeps us driving innovation and to recommend latest IT technologies so as to achieve improvement in the process of enabling the organisation through its IT initiatives and sustainable infrastructure. 

Best Practices:
Understanding the global trends and best practices is an integral part of this role. Expert systems architect will layout implementation plans for introducing best practices in the IT environment and will propose them to the management as recommendations to benefit the organization as a whole. These best practices will have to be internalised through managed change and adequate skills training where necessary.

Processes:
Every process followed by the implementation team will be documented and adhered to. These processes will be aligned to the IT Strategies of the organisations. This will enable continuous improvement and provides best value to the IT investment of the Organization. Infrastructure assessments will be conducted regularly and reported to the management to ensure the changes made to the environment are producing positive effects in the organization. Pro-active planning and continuous quality improvement in the nature of addressing the issues will be the critical steps in the design of the processes.

Architecture:
Business architecture of the organization had to be supported by its infrastructure, systems, applications and technology architectures. Architects will have tremendous experience to drive the IT strategies of the organizations to their realization with considerations of every detail. Desktops, Servers, Network and Applications will be well documented and provided to the Management to get a complete overview of the infrastructure.

Backup plans, Disaster Recovery strategies, network policies, security policies etc. will also be the responsibilities of this role. Timely revisions to these documents will be taken up with the consent of the Management.

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