Service Level Manager
1 month ago
Qualifications:
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Proven experience in writing SLAs and OLAs.
- Experience in creating and implementing company-wide policies to improve service excellence.
- Strong background in process improvement and performance metric enhancement.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Certification in ITIL or similar is a plus
Job Summary: We are seeking an experienced Service Level Manager to join our team. The ideal candidate will have a strong background in writing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), creating company-wide policies, and improving performance metrics. This role is crucial in ensuring that our service delivery meets the agreed-upon standards and continuously improves.
Key Responsibilities:
- SLA/OLA Development: Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability.
- Policy Creation: Develop and implement policies to ensure DIT and other State agencies adherence to service standards and regulatory requirements.
- Process Improvement: Identify and implement process improvements to enhance performance metrics and overall service delivery.
- Performance Monitoring: Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement.
- Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment on service expectations and performance.
- Documentation: Maintain detailed documentation of SLAs, OLAs, policies, and process improvements.
- Training and Guidance: Provide training and guidance to team members on SLA/OLA management and policy adherence.
- Continuous Improvement: Stay up-to-date with industry best practices and continuously seek opportunities to improve service levels.
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