Service Level Manager

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]