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Currently we are looking for candidates for the position:
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 with the Service Level Agreements with the Customer.
- Negotiates and agrees with the Operational Level Agreements with the Service Provider.
- Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any 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
- Agree with appropriate actions to maintain / improve Service Levels.
- Initiates any actions required to maintain or improve Service Levels
- Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
- 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.)
- Ensures that appropriate changes are assessed for their impact on service levels
- Carries out the Process Manager responsibilities for the Service Level Management process
Key skills
- Relationship Management skills
- a good understanding of the IT Providers services and qualifying factors in order to understand how Customer requirements will affect delivery
- an understanding of the Customer's business and how IT contributes to the delivery of that product or service
- excellent communication and negotiation skills
- patience, tolerance and resilience
- knowledge and experience of contract and/or supplier management roles
- good people management and administrative skills
- good understanding of statistical and analytical principles and processes
- good presentational skills
- reasonable numeric skills
- the ability to interact successfully with all levels of the Customer and IT Provider organisation
- reasonable 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.)
- a good listener with the ability to apply the knowledge gained effectively
- even-handed and fair in dealings with other parties.
If You are looking for new challenges in IT/Telecom, I'm the right person to contact with.
Send CV and let me manage the rest.
e-mail: dra@hrk.eu, +48 735 201 982
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