Senior Service Level Manager SLM
Senior Service Level Manager SLM
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7-10years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- ITIL Process Implementation: Lead the implementation of ITIL processes (Incident Management Change Management Problem Management etc.) across the organization ensuring adherence to best practices.
- Service Level Management: Develop monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets organizational standards.
- Stakeholder Collaboration: Work closely with crossfunctional teams including IT operations support and business units to align IT services with business objectives.
- Continuous Improvement: Identify opportunities for process improvements and efficiency gains within ITSM practices. Facilitate workshops and training sessions to promote a culture of continuous improvement.
- Documentation and Reporting: Maintain accurate documentation of ITSM processes procedures and workflows. Prepare regular reports on service performance and improvement initiatives.
- Change Management: Oversee the change management process ensuring all changes are assessed authorized and implemented with minimal disruption to services.
- Incident and Problem Management: Manage the incident and problem management processes ensuring timely resolution of issues and minimizing the impact on business operations.
- Tool Management: Administer and optimize ITSM tools and platforms ensuring they are effectively utilized to support service delivery and reporting needs.
Requirements
- Education: Relevant Bachelor s degree in Information Technology Computer Science or a related field.
- Certification: ITIL certification (e.g. ITIL Foundation ITIL Intermediate or ITIL Expert).
- Experience: Minimum of 5 years of experience in IT Service Management operations within a large organization.
- Technical Skills: Proficiency in ITSM tools (e.g. ServiceNow BMC Remedy Jira Service Management) and understanding of IT infrastructure and operations.
- Analytical Skills: Strong analytical and problemsolving abilities to assess service performance and identify areas for improvement.
- Communication Skills: Excellent verbal and written communication skills with the ability to interact with stakeholders at all levels of the organization.
- Project Management: Familiarity with project management methodologies (Agile Waterfall) to effectively manage ITSM projects.
- Team Collaboration: Ability to work collaboratively in a team environment fostering positive relationships with colleagues and stakeholders.
- Customer Focus: Strong customer service orientation ensuring that IT services meet user needs and expectations.
ITIL Process Implementation: Lead the implementation of ITIL processes (Incident Management, Change Management, Problem Management, etc.) across the organization, ensuring adherence to best practices. Service Level Management: Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets organizational standards. Stakeholder Collaboration: Work closely with cross-functional teams, including IT operations, support, and business units, to align IT services with business objectives. Continuous Improvement: Identify opportunities for process improvements and efficiency gains within ITSM practices. Facilitate workshops and training sessions to promote a culture of continuous improvement.
Education
Education: Relevant Bachelor s degree in Information Technology, Computer Science, or a related field. Certification: ITIL certification (e.g., ITIL Foundation, ITIL Intermediate, or ITIL Expert). Experience: Minimum of 5 years of experience in IT Service Management operations within a large organization. Technical Skills: Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) and understanding of IT infrastructure and operations.
Employment Type
Full Time
