IT Service Delivery Performance Optimizer

7 days ago


Raleigh, North Carolina, United States System Soft Technologies Full time
Job Description:

System Soft Technologies is looking for a talented Service Level Manager to join our team.

About the Job:
  • This role is responsible for overseeing the delivery of all SLAs for information technology services across the organization.
  • The ideal candidate will have a strong background in writing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Key Accountabilities:

  • Develop and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability.
  • Create company-wide 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.
  • Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement.
  • Collaborate with internal and external stakeholders to ensure alignment on service expectations and performance.

Requirements:

  • 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.

Estimated Salary: $95,000 - $130,000 per year

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