NCDIT - Technical Specialist- Mid Level
NCDIT - Technical Specialist- Mid Level
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Job Description
Service Level Manager
We are seeking an experienced Service Level Manager tojoin our team. The ideal candidate will have a strong background in writingService Level Agreements (SLAs) and Operational Level Agreements (OLAs)creating companywide policies and improving performance metrics. This role isessential for ensuring that our service delivery meets agreedupon standardsand drives continuous improvement.
The SLA Manager will overseethe delivery of all SLAs for information technology services across theorganization. This includes developing managing and administering servicemanagement best practices. Additionally the SLA Manager will facilitate communicationbetween the IT department and its clients to define and maintain the SLAsrequired for each business unit.
Key Responsibilities:
In collaboration with business leaders seniormanagement and stakeholders plan and establish SLAs that support businessgoals for the entire IT services portfolio throughout the enterprise.
- SLA/OLA Development: Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability.
- Policy Creation: Develop and implement policies to ensure DIT and other State agencies adherence to service standards and regulatory requirements.
- Process Improvement: Identify and implement process improvements to enhance performance metrics and overall service delivery.
- Performance Monitoring: Monitor service performance against SLAs and OLAs and report on compliance and areas for improvement.
- Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment on service expectations and performance.
- Documentation: Maintain detailed documentation of SLAs OLAs policies and process improvements.
- Training and Guidance: Provide training and guidance to team members on SLA/OLA management and policy adherence.
Qualifications:
- Bachelor s degree in Business Administration Information Technology or a related field.
- Proven experience in writing SLAs and OLAs.
- Experience in creating and implementing companywide policies to improve service excellence.
- Strong background in process improvement and performance metric enhancement.
- Excellent problemsolving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Certification in ITIL or similar is a plus
Required/Desired Skills
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Employment Type
Full Time
Key Skills
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