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Engineer - Service Management
ICT
Company shared salary
NA
Market rate
NA
Based on similar roles (title + domain + location).
Responsibilities
- ● The Service Level Manager owns the end-to-end Service Level Management process, ensuring compliance with agreed SLAs.
- ● The Service Level Manager develops and manages means to track and measure SLAs effectively.
- ● The Service Level Manager sets expectations and timings with contributors to SLA results.
- ● The Service Level Manager performs SLA reporting, providing clear visibility of performance against targets.
- ● The Service Level Manager handles SLA exemption submission and processing.
- ● The Service Level Manager manages and tracks Service Credit and SLA Earnback processes.
- ● The Service Level Manager monitors, analyses, and reports on service performance, identifying trends and recommending improvement initiatives.
- ● The Service Level Manager supports and collaborates with IT delivery teams to ensure service obligations are met or exceeded.
- ● The Service Level Manager provides advice and assistance to end users, including dedicated service hub support during business hours.
- ● The Service Level Manager maintains professionalism and ensures customer satisfaction across all transactions.
Requirements
- ● The candidate has proven experience in Service Level Management or Service Delivery Management roles.
- ● The candidate has strong analytical and reporting skills, with the ability to identify trends and propose improvements.
- ● The candidate has independent working ability with a proactive approach to problem-solving.
- ● The candidate has experience with ITSM tools, such as ServiceNow.
- ● The candidate has excellent communication and stakeholder management skills.
- ● The candidate has a strong understanding of SLA frameworks, service credits, and earnback mechanisms.
- ● The candidate has NV1 or NV2 AGSVA security clearance.
- ● The candidate has a minimum of 2 years of experience in a large and complex IT environment.
- ● The candidate has ITIL Foundations V3 or V4 certification.
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