Service Level Manager

2 weeks ago

Minneapolis, United States Blue Star Partners LLC Full time
Job DescriptionJob Description

Contract Duration 12 Months

Contract Type: W2

Location: Hybrid (Minneapolis, MN)

Service Level Manager

The Service Level Manager (SLM) addresses all Service Level and Availability Management activities for our client. The role oversees the delivery of consistent, specific, measurable, and achievable Service Level and Availability targets for all IT services. The SLM ensures that client's Services are compliant and included in the Global Service Level Management framework. It also ensures that both IT and Customers have clear expectations for delivering IT services. The SLM is part of a Global team and will act as the North American SPOC in support of the global client's processes for Service Level and Availability management, ensuring that North American legal, compliance, and regulatory requirements are met.

KEY RESPONSIBILITIES

· Works across enterprise functions to define, document, agree, monitor, report, and measure all IT Service Level and Availability targets

· Monitors Service performance against Service Level and Availability targets, ensuring a root cause analysis is performed for all breaches enterprise-wide; drives develops and monitors improvement plans as needed

· Monitors the effectiveness of in-place metrics; reviews and adjusts Service Level and Availability targets with Service Owners and Customers as needed

· Ensure all IT Services is compliant with Service Level and Availability standards, frameworks, and policies

· Liaises with the Global Service Level and Availability Management teams to ensure legal, compliance, regulatory, or other requirements for North America are met

· Works as part of the Global Service Level and Availability Management team to support continuous improvement activities and drive local improvement

· Maintain and make available to the organization accurate Service Level and Availability information in global Service Management tools

KEY REQUIREMENTS/SKILLS/EXPERIENCE

· Four-year degree in Information Technology, related discipline, or comparable education and work experience.

· 5-6 years’ experience in Service Level or Availability Management or similar Enterprise function

· 5-6 years’ experience in Enterprise IT/IS environments and Service Organizations

· ITIL Service Level and Availability Management Certification or similar accreditation.

· Expertise in building and maintaining an enterprise capability.

· Influence: Persuades others to support and commit to desired actions; communicates the urgency and importance needed to mobilize others; uses expertise, credibility, and personal style to convince others to accept recommendations or adopt new attitudes.

· Business Acumen: Behaviors are aligned with how the business operates; considers trends and competitive information in decisions and actions; aligns with the culture, strategy, priorities, and practices of the business; aligns with and understand the customer and the market to solve problems and capture opportunities.

· Effective Communicator: Actively listens to, summarizes, and considers comments to ensure understanding; Prepares and delivers proposals and presentations; Proactively ensures the timely sharing of relevant information to appropriate people.

· Results Orientation: Works towards goals, overcoming obstacles, setbacks, and uncertainty; identifies barriers to goal achievements; plans for contingencies to ensure delivery.

· Initiative: Takes prompt and independent action when appropriate; shares ideas; recommends solutions to problems; does what’s necessary without being prompted or incented; seeks increasing levels of challenge and opportunity.

· Negotiation: Provides strong arguments for positions; achieves desired negotiating outcomes while meeting others’ needs; effectively deals with emerging issues; resolves challenging problems; wins concessions without harming relationships.

· Organization and Execution: Sets, manages, and completes work on multiple priorities and work activities; organizes work in ways that improve efficiency; completes assignments rapidly and thoroughly; effectively handles conflicting priorities and demands; eliminates roadblocks.

· Problem Solving & Analysis: Systematically gathers relevant information and input; considers a broad range of factors; grasps complexities and sees relationships among data, events, or problems; applies fact-based logic; generates alternatives.

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