Service Level Manager (SMA O2)

Duties

• 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.

Requirement

• 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 Experience and Education:.

Preferences

• ITIL v3 or higher Certificate.