Opis stanowiska pracy
The Service Level Manager is accountable for the implementation and execution of the Service Level Management Process at Account Level and determining the organizational structure for management of Client Service Levels. This includes managing all the necessary activities involved in defining and updating the Service Level commitments with the Client, reviewing and reporting on the agreed Service Levels and managing Customer Complaints and Compliments.
The Service Level Manager is responsible for the creation of the Service Level Management Business Design and performing Service Improvement Programs where necessary.
Reviews and consolidates Service Level requirements
Analyzes the impact of requirements and Identifies options
Documents Service Level Assessment results
Develops SLA draft
Determines and documents UC/OLA requirements
Supports the creation of the Service Level Management Business Design
Creates and Reviews Performance and Relevance reports
Performs Service Level review
Reviews SIP Plan results
Reviews and obtains approval for solutions to Complaints and Compliments
Evaluates resolution to Complaints and Compliments
Internal review of Service Level Performance
External review of Service Level Performance
Meetings required during execution and review of Service Improvement Plan
Meetings required to review Complaints and Compliments and evaluate their resolution
Contractually defined Service Level Performance report
Periodic Service Level Relevance report
Ad hoc reports as required
University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
Overall 6 to 8 years of IT Industry experience with at least four years of relevant industry experience.
Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe.
Strong ITSM Process depth and breadth for Service Level management function. Sound knowledge on other related process areas such as Incident, problem and change management functions.
Strong Service Management knowledge. ITIL Foundation Certificate as a minimum. Preferred: ITIL Practioners certification by recognised bodies (ISEB/EXIN).
Should have a high level knowledge on one or more IT related technologies such as Servers and systems, backup and storage, Networks etc.
Should have worked hands-on on couple of technologies for at least 3-4 years.
Should have sound knowledge on any of the fault performance and capacity management and monitoring tool sets such as OpenView or Unicenter.
Process Tool(s): Understanding or knowledge of tools supporting the process (such as OVSC, OVSD, SM 7 or any other workflow management tool).
Process & Quality Management: the act of planning and monitoring the performance of a process.
Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements.
Data Analysis: transforming data to extracting information and draw conclusions.
Risk Management: identification and management or mitigation of risks.
Service Portfolio Knowledge.
Good in Escalation Management and Focus in operational efficiency.
Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills.
Excellent communicator in both spoken / written English including explaining technical concepts in non-technical client facing language.
Excellent presentation and customer facing skills.
Team player: Ability to effectively interact with people at all levels worldwide.
Good in organizing meetings and driving the meetings.
Good in data and metric analysis and report generation.
Ability to work effectively in diverse, foreign, and multi-cultural environments.
Manages end to end Service Level Management Execution for a given account or a set of accounts assigned. Drives process efficiency and improvements.
Sticks to agreed deadlines for deliverables.
Attends conference calls and able to work in ANZ/AMS/EMEA time-zone when necessary.
NICE TO HAVE
Luxoft is an emerging global leader in high-end software application development.
Luxoft is a global IT outsourcing and software development company with 4000 employees across 17 locations. It was recently recognized as Leading Central and Eastern European Service Provider in the 2010 Global Services 100 list. Luxoft is famous for flexible delivery models, world's best IT talent pool, low attrition rates, best-of-breed processes and highest security and quality standards.
Luxoft is trusted long-term partner for world class leaders such as Avaya, Boeing, Dell, Deutsche Bank, IBM. Rozwiń