We are currently seeking Service Level Manager to join our team. You will have the responsibility for managing the process to extract, manipulate, analyze data related to SLM and be responsible for ensuring that reporting documentation is relevant and to a high standard.In your role, you will ...• Responsible for determining, negotiating, documenting, and agreeing on requirements for new or changed services.• Makes sure to have all relevant contracts signed off after completion of Service Transition and to check if Service Acceptance Criteria are fulfilled. This includes but not limited to sign-off SLAs, OLAs, underpinning contracts by both the Service Owners and the customers.• Monitor the achieved service levels and compare them with agreed service level targets for preparing Service Level Reports. Those reports are then circulated to customers and other stakeholders to highlight the service quality.• Responsible for managing and reviewing all services to match SLAs for operational services.• Responsible for monitoring and measuring service performance of all operational services against the SLA targets.• Responsible for ensuring that all ITIL Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate, and aligned for meeting the agreed service level targets.• Review, Report & Identify improvement opportunities for improvement planning & inclusion in the CSI register.• Lead initiatives, with support from service managers, to work with the product delivery groups and third parties to define and agree appropriate service levels/KPIs;• Responsible for Collating, measuring, and improving customer satisfaction, in cooperation with business relationship management.• Review, revising, and documenting: Scope of Service, SLAs, OLAs, and underpinning contracts.• Responsible for providing appropriate Management Information to support performance management and signify service achievements.• Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence.• formulates, agrees and maintains an appropriate SLM structure for the organization, to include• SLA structure (e.g. Service based, Customer based or multi-level)• OLAs within the IT Provider organization• Third Party Supplier/Contract Management relationships to the SLM Process• accommodating any existing Service Improvement Plans/Programmes within the SLM processAs our ideal candidate,• Must have a solid working knowledge of Service Level Management ideally with experience of implementing corporate wide SLM process.• You have a proven track record of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans.• You have significant Experience of configuring Service Level Management in an ITSM System, ideally ServiceNow• You have 5 years of experience in migrating SLA/SLM processes onto platforms.• You have ITIL foundation certificate & Service Design Certificate.• You have a University Degree in Engineering, Computer Science, or relevant technical degree.• You have outstanding communication skills – Written and Verbal, in English• You have expertise on Microsoft Word, Excel, and PowerPoint.
