We're seeking a motivated Services Level Manager that will join us and be part of our vision.
Why you'll love Netex
As part of the IT service team, this Services Level Manager will help to implement and maintain the SLM process and being part of a team that values collaboration and excellence.
Responsibilities in this role:
Analyse and review all service requirements and conduct comparisons with SLA's,
Ensure that the SLA monitors on-going adherence to industry standard and legal requirements, FAIS compliance,
Develop and maintain relationships within IT Dept, understanding their requirements and gathering feedback so as to enhance the SLA process,
Explain targets and take accountability for the monitoring and achievement of performance objectives in the department in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements,
Manage departmental budgets including signing off of invoices and quotes within mandate,
Manage and monitor the adherence to industry standards and best practices within the team Information,
Support area within industry best practices by implementing system controls change approval board standards and processes,
Develop concepts and architecture for hardware, software, or network upgrades or additions based on operational issues, customer needs, customer impacts, and/or industry trends,
Delivery and billing of contracted services and related Service Level Agreements · Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value · Provides expert problem management support to the most difficult, high profile client issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
Requirements and skills:
Builds relationships with the customer representatives,
Understands the implications of requests to change the level of service or the functionality that a service provides,
Translates the business requirements provided by the customer representatives into service level requests for the service providers,
Negotiates service level agreements,
Produces reports on the actual level of service provided,
Possesses a service-oriented attitude,
Understands the service management processes,
Understands the service level management procedures,
Experience in establishing and sustaining excellent relationships with the extended team,
Excellent verbal and written skills.
Are you ready to change a World?
Make your mark on the business of the future and apply now.