Senior Service Level Management Specialist
Senior Service Level Management Specialist
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7-10years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Design configure and implement effective Service Level Management processes to enhance IT service delivery.
- Facilitate the development of OLAs between relevant stakeholders within the Information Systems & Technology (IS&T) department.
- Assist in the formulation and implementation of SLAs between IS&T and various business units within CCT ensuring mutual agreement on service expectations.
- Establish and monitor OLA/SLA metrics providing regular reports to stakeholders to track compliance and performance.
- Configure workflows and notifications within ITSM tools to streamline communication and ensure accountability across teams.
- Communicate effectively with both senior and junior CCT staff adapting technical language to suit various audiences ensuring clarity and understanding.
- Identify opportunities for improvement in service delivery and performance metrics proposing actionable recommendations.
- Provide training and guidance to team members on Service Level Management processes promoting best practices and a culture of excellence.
Requirements
- National Diploma in IT or equivalent.
- ITIL Intermediate Certification is essential.
- ITIL Managers/Expert Certification is advantageous.
- Project Management Certification (PMP PRINCE2 etc.) is desirable.
- A minimum of 8 years of relevant experience in Service Level Management within an ITSM framework.
- Demonstrated experience in configuring ITSM tools and managing SLAs/OLAs.
Design, configure, and implement effective Service Level Management processes to enhance IT service delivery. Facilitate the development of OLAs between relevant stakeholders within the Information Systems & Technology (IS&T) department. Assist in the formulation and implementation of SLAs between IS&T and various business units within CCT, ensuring mutual agreement on service expectations. Establish and monitor OLA/SLA metrics, providing regular reports to stakeholders to track compliance and performance.
Education
National Diploma in IT or equivalent. ITIL Intermediate Certification is essential. ITIL Managers/Expert Certification is advantageous. Project Management Certification (PMP, PRINCE2, etc.) is desirable. A minimum of 8 years of relevant experience in Service Level Management within an ITSM framework. Demonstrated experience in configuring ITSM tools and managing SLAs/OLAs.
Employment Type
Full Time
