Service Level ManagerMiejsce pracy: Kraków
Responsibilities
- Formulates and agrees with an appropriate Service Level Management structure for the organization, to include:
- Service Level Agreement structure (e.g. Service based, Customer based or Multi-Level);
- Operational Level Agreements with the Service Provider;
- Third Party Supplier / Contract Management relationships to the Service Level Management Process.
- Accommodating any existing Service Improvement Plans / Programs within the SLM process.
- Negotiates and agrees both the Customer and Service Provider for any Service Level Requirements and proposed new / developing services.
- Analyses and reviews Service Performance against the SLAs and OLAs.
- Organizes and maintains the regular Service Level review process with both the IT Customer and Service Provider which covers:
- Review outstanding actions from previous Reviews;
- Current Performance;
- Reviews Service Levels and targets (where necessary)
- Reviews underpinning agreements and OLAs as necessary.
- Initiates any actions required to maintain or improve Service Levels.
- Acts as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
- Carries out the Process Manager responsibilities for the Service Level Management process.
Key skills
- Relationship Management skills, excellent communication and negotiation skills.
- Understanding of the IT Providers services and qualifying factors in order to understand how Customer requirements will affect delivery.
- Understanding of the Customer's business and how IT contributes to the delivery of that product or service.
- Knowledge and experience of contract and/or supplier management roles.
- People management and administrative skills.
- Understanding of statistical and analytical principles and processes.
- Technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
- Innovative in respect of service quality and ways in which it can be improved within the bounds of the organisation's limits (resource, budgetary, legal etc.)
- Good listener with the ability to apply the knowledge gained effectively.
- Even-handed and fair in dealings with other parties.
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