Service Level Manager ID2319
Service Level Manager ID2319
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4-5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Contribute to SLA preparation negotiation and act as the primary point of contact for all activities related to SLAs.
- Monitor and report agreed KPIs ensuring services are delivered as per the agreed standards.
- Manage Agencywide KPI Catalogue coordinating with Service Delivery Managers Account Managers and other stakeholders to review SLA performance.
- Ensure continuous service improvements through proactive customer reviews and collaboration with other Service Delivery entities.
- Support service continuity and availability management ensuring that all services meet their agreed performance targets.
- Oversee contract fulfilment monitor performance through KPIs and develop strategies to address underperformance.
- Draft and maintain policies standards and procedures for customer service functions.
- A minimum of 3 years of experience in service level management preferably in IT service management.
- Sound knowledge of ITIL processes with experience in at least one ITIL process.
- Proven experience in SLA negotiations and customer relationship management.
- Strong experience in managing and reporting on KPIs including the use of BI tools for analysis.
- Excellent communication skills with the ability to communicate effectively both orally and in writing.
- Experience in managing multidisciplinary teams and supervising service delivery.
- Expertise in writing SOPs AIs and translating business requirements into technical solutions.
- A valid security clearance is required.
- Lead SLA negotiations and ensure effective communication between customers and service delivery teams.
- Analyze and monitor service performance identifying areas for improvement and implementing changes when necessary.
- Develop and implement strategies to address underperformance in service delivery.
- Manage and report on complex projects using advanced organizational and analytical skills.
- Collaborate effectively with multiple stakeholders driving continuous service improvements.
- A dynamic and collaborative environment focused on delivering highquality services.
- Opportunities for professional growth and development in service management and ITIL processes.
- A challenging role where you will contribute to the overall success of service delivery across multiple sectors.
- Access to cuttingedge tools and resources for service monitoring reporting and improvement initiatives.
Employment Type
Full Time
