Service Level Management - Manager

Job Summary

The Manager Service Level Management (SLM) performs on a team as a senior Subject Matter Expert (SME) for the function of Service Level Management. The purpose of this position is to ensure that all current and planned IT Services are delivered to agreed achievable targets through a constant cycle of monitoring, negotiating, agreeing, reporting on, and reviewing IT Service targets and achievements, and through instigation of actions to correct or improve the level of services delivered.

Responsibilities

• Maintenance of the SLM Framework: Design and maintain the underlying structure of the Customer Agreement Portfolio, and to provide templates for the various SLM documents.
• Identification of Service Requirements: Capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The service requirements are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible.
• Agreements Sign-Off and Service Activation: Ensure all relevant contracts signed off after completion of Service Transition, and to check if Service Acceptance Criteria are fulfilled. This process makes sure that all relevant OLAs are signed off by their Service Owners, and that the SLA is signed off by the customer.
• Service Level Monitoring and Reporting: Monitor achieved service levels and compare them with agreed service level targets ("Service Level Report"). This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.

Qualifications

• Bachelor's Degree
• 4 to 7 Years of Experience 
• Type of Experience Experience in management of IT Service Management processes.
• Experience in definition of Technology Services and Associated SLM best practices.
• Experience working within the ServiceNow ITSM Suite of products.
• Qualifications ServiceNow highly preferred
• ITIL Foundation (V3 / 4) certification preferred
• ITIL Lifecycle or Capability certification(s) in Service Strategy, Service Design preferred
• Experience with Reporting tools (Excel; MS PowerBI, ServiceNow Performance Analytics)
• Strong verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority.
• Ability to prioritize, delegate and foster the development of high-performance teams to lead/support an environment driven by customer service and teamwork.