Source description
About the role
Hybrid Model
Develop the SLA governance and the related Metrics / KPIs.
Document, agree, monitor, measure, report and review the level of IT services provided to the customer as per the Governance model agreed.
Provide and improve relationship and communication with the business and customers.
Ensure that specific and measurable targets are developed for all IT services.
Monitor and improve customer satisfaction with the quality of service delivered.
Monitor service performance against SLAs.
Manage SLAs for multiple vendors / Suppliers
Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered.
Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so.
Determine, document and agree requirements for new services and produce SLRs.
Review and revise underpinning agreements and service scope, Produce service reports.
Conduct service reviews and instigate improvements within an overall SIP.
Key Skills and Competencies
Knowledge of ITIL Processes.
Should have good communication skills.
Shows great commitment to the work.
Analytical and problem-solving capabilities.
Strategic planning and execution ability.
Strong interpersonal skills, tenacity and flexibility.
Ability to elicit cooperation from a wide variety of sources, including upper management and other departments.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to bring project to successful completion.
Supervisory experience of at least 2 years.
Financial exposure to project management would be preferred.
PMP / GB / BB certification would be preferred.
Proficient in MS Word, Excel, Access, PowerPoint, Service Management tool, Reporting tool, Service NXT tool.
Division: Darwin Rhodes Reference: 22-03921
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