Service Level Manager

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Experience in IT Service Management, Service Delivery, or Customer Support management roles

·         Experience managing service performance against formal Service Level Agreements

·         Experience in customer relationship management, stakeholder coordination, and customer-facing service roles

·         Experience managing resources

·         Experience coordinating both internal staff and contractor delivered services

·         Experience contributing to operational planning, resource allocation, and risk management processes

·         Demonstrated knowledge of service management best practices, processes, and performance management

·         Experience in Change Management

DUTIES/ROLE: 

·         Responsible for supporting all CSU customer-facing service management activities, overseeing the execution of the service program of work within their area of responsibility, and performing as part of the team delivering service management, customer coordination, contractual compliance, and project support. The Head of SMB ensures local service delivery remains aligned with Service Level Agreements, customer expectations, and NCIA policies.

·         Will also support NCIA Change Management process as a local change manager

·         In addition, supports the Head of SMB in CSU-wide coordination