Service Level Manager (SMA O2)

Essential Qualifications/Experience:

·       A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience

·       Relevant skillset

·       Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes

·       Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach

·       Experience in resource management, including the planning for and allocation of resources in organizations

·       Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills

·       Advanced organizational skills and analytical approach to problem solving

Desirable Qualifications/Experience:

·       ITIL v3 or higher Certificate

DUTIES/ROLE:

·       Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value

·       Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders

·       Contributes into SLA preparation and negotiations

·       Develops KPIs and associates with the SLA target levels. Communicates with SDMs, customers and any other stakeholders and maintaining common agreement

·       Manages Agency wide KPI Catalogue

·       Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners

·       Main point of contact to the customer for any activities related to the Service Levels

·       Makes sure that agreed KPIs are monitored and reported

·       Translates the KPI requirements into technical terms so that KPI reporting can be automated

·       Provide guidance to the stakeholders