Service Delivery Excellence Specialist

4 days ago


Raleigh, North Carolina, United States Cyborgwave Full time

Cyborgwave is seeking a highly skilled Service Delivery Excellence Specialist to join our team. As a key member of our organization, you will be responsible for overseeing the delivery of all Service Level Agreements (SLAs) for information technology services across the enterprise.

About the Role

This is an exciting opportunity for an experienced professional to drive service excellence and continuous improvement in our IT services portfolio. You will work closely with business leaders, senior management, and stakeholders to plan and establish SLAs that support business goals.

  • Develop and Manage SLAs: Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability.
  • Policies and Process Improvement: Develop and implement policies to ensure DIT and other State agencies adhere to service standards and regulatory requirements. 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.

To be successful in this role, you will need strong analytical and problem-solving skills, excellent communication and interpersonal skills, and the ability to work independently and as part of a team. A Bachelor's degree in Business Administration, Information Technology, or a related field, along with proven experience in writing SLAs and OLAs, is required.

The salary for this position is estimated to be around $85,000-$110,000 per year, based on industry standards and location in Raleigh, NC.



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