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Service Level Manager

Description: 

The successful candidate will be responsible for negotiating, monitoring and reporting on service level agreements and ensuring these agreements are met and adhered to. The Service Level Manager furthermore ensures that all IT Service Management processes, operational level agreements and underpinning contracts are relevant and appropriate for the agreed service level targets

Qualifications

  • Bachelors Degree (3 years) / NQF level 7
  • Information Technology Infrastructure Library (ITIL) certification

Experience

  • 5 - 8 years in IT Management
  • 5+ years Service management / Implementation of projects

Responsibilities

  • Negotiates and agrees with the Service Level Agreements (SLAs) with the customer
  • Negotiates and agrees with the Operational Level Agreements (OLAs) with the service provider
  • Analyses and reviews service performance against the SLAs and OLAs
  • Organises and maintains the regular service level review process with both the IT customer and service provider which covers:

Reviewing outstanding actions from previous reviews

Current performance

Reviewing service levels and targets (where necessary)

Reviewing underpinning agreements and OLAs as necessary

Agreeing with appropriate actions to maintain/improve service levels

Initiating any actions required to maintain or improve service levels

  • Establish and maintain relationships with key external and internal partners
  • Conducts reviews of the entire service level management process and negotiates, agrees with and controls any amendments necessary
  • Acts as co-ordination point for any temporary changes to service levels required (i.e. extra support hours required by the

customer, reduced levels of service over a period of maintenance required by the service provider, etc.)

  • Ensures that appropriate changes are assessed for their impact on service levels

Knowledge and Skills

  • IT Service Management concepts (ITIL)
  • Support services

If you have not heard from us after 2 weeks, please consider your application unsuccessful.

Employer: 

Vistex Africa

Location: 

CapeTown

Salary: 

Market related

Job Reference: 

596527