specialist sla management
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Please note short listing is based on the requirements in the given job descriptions below such as; qualifications required, years of experience, technology and industry exposure. All candidates for the list positions MUST have relevant and required work experience.
· Date Posted: Saturday, 1st March 2014
· Location: Lagos, Nigeria
· Closing Date: Tuesday, 4th March 2014
· Email CV to: [email protected]
specialist sla management
Core Job Functions / Responsibility:
A specialist – IT Service Level Management is accountable to the for the management of performance against the contracted and agreed service levels.
Primary activities
· Ensure delivery & SLA adherence from Organizations managed services team for IT operations
· Ensures that the current and future service level requirements (of customers are identified, understood and documented in SLA and SLR documents.
· Ensures that service reports are produced for each service and that breaches of SLA targets are highlighted investigated and agreed actions progressed.
· Leads the service level management process and drives its efficiency and effect Ensures that the current and future service level requirements of customers are identified, understood and documented in SLA and SLR documents.
· Is accountable to obtain the information that correctly drives a true understanding of the Service Level performance of the Suppliers.
· Measures and reports on process performance, the effect of process improvements and fine tunes as required.
· Ensures service scope, SLAs, OLAs and other agreements are reviewed on a regular basis
· Ensures that the Process is properly integrated with other relevant ITSM processes
· Participate in cross functional meetings with key stakeholders involved in the development and deployment of services in order to define best solutions for existing , as well as new products and services.
· Conduct analysis of performance reports and patterns to evaluate real time capacity and propose capacity enhancements , as & when required
· Should be able to analyse reports & summarise conclusions in pro-active manner
Job Requirements and Skills
Graduate Qualifications: A good university degree in Computer Science or related degree from a reputable university REQUIRED.
Post Graduate Qualifications: Post Graduate Degree Technology OR MBA would be of ADVANTAGE
Experience: 7- 10 years post-NYSC and experience in IT production environment, NYSC is ESSENTIAL.
Certifications and Training Requirements: Possession of one or more globally recognized certifications in related Information Technology. Microsoft, CISCO, HP, Oracle Certified Professional or Equivalent, ITIL is of ADVANTAGE.
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Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
· A minimum of 5 years IT support/ Supervisory experience.
· +5 years’ experience in the GSM/Telecoms/Services sector
· Knowledge in Quantitative analysis
· Knowledge of electronic data management
· Knowledge of HR Management
· Technical Authoring, Knowledge of ISO, ITIL, COBIT Good Customer Relationship Skills
· Good Communication and Interpersonal Skills
· Influencing and Negotiation skills
· Presentation/Facilitation skills, Leadership and People Management Behaviour skills
· Passion for Excellence, Integrity, Empowering people and Growing people skills
· Team work and Customer Focus
· Problem Solving, Passion for Excellence, Integrity and Empowering people
· Growing people, Team work and Customer Focus
· Location: Lagos
