Key Role in IT Service Delivery
We are seeking a dedicated and skilled professional to join our team as an IT Service Level Manager.
The selected candidate will play a crucial role in ensuring that all IT services meet the agreed-upon service levels and performance standards.
This position requires strong alignment with industry best practices, governance principles, and performance benchmarks.
Main Responsibilities:
* Developing, negotiating, and managing Service Level Agreements (SLAs) with internal and external partners and supervising and reporting on service performance against SLAs.
* Conducting regular reviews of SLAs to ensure they remain relevant and aligned with business needs.
* Maintaining a centralized and accessible Service Catalogue and being responsible for ITSM governance, including incident, change, problem, and transition management.
* Using data-driven insights to predict and prevent potential service disruptions and analyzing service performance and structured root cause analysis data to identify trends and areas for improvement.
* Managing capacity and delivery plan (internal and external teams).
* Acting as the primary point of contact for all service-related issues and escalations and communicating service performance and improvement plans to partners.
* Leading initiatives to improve service delivery processes and enhance customer satisfaction and promoting user-centric innovation and staying updated with industry standard methodologies and emerging trends in IT service management.
* This position also involves managing IT costs and identifying opportunities for cost savings, efficiency improvements, and process enhancements.
About this role:
This is an excellent opportunity for a motivated and experienced IT professional to take on a key leadership role in our organization.
The ideal candidate will have a strong background in IT service management, excellent communication and interpersonal skills, and the ability to work effectively in a fast-paced environment.