Job Responsibilities

  • Determine and document requirements for new or changed services in SLRs, and manage and review them through the Service Lifecycle into SLAs for operational services
  • Monitor and measure service performance achievements of all operational services against targets within SLAs
  • Produce service reports
  • Conduct service review and instigate improvements within an overall Service Improvement Plan (SIP)
  • Review and revise SLAs, service scope OLAs, contracts, and any other underpinning agreements
  • Develop, maintain and operate procedures for logging, acting and resolving all complaints, and for logging and distributing compliments
  • Make available and maintain up-to-date SLManager document templates and standards.






Candidate Requirements

  • A Bachelor’s degree in related field
  • An Advanced degree in Management or Law may be substituted for two years of experience

Experience

  • At least 5 years of experience from Managed Services, Management Consulting or Project Management within the Telecom or similar industry

Knowledge & Skills

  • More than 3 experience in managing SLAs is preferred
  • Understand portfolio and relationship to service delivery and able to handle situations when customer demands services outside scope of contract.
  • Good knowledge and understanding of applicable parts of our services product portfolio and delivery processes
  • Good knowledge and understanding of Client’s business situation



send your resume to [email protected]