IT Service Level Management Specialist

3 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Talent Pal Full time
Job Description

At Talent Pal, we are seeking a highly skilled IT Service Level Management Specialist to join our team. As a key member of our organization, you will be responsible for establishing and maintaining efficient service level processes that support our strategic goals and objectives.

The ideal candidate will have a strong background in IT Service Level Management, with a minimum of 5 years of experience in a similar role. You will be responsible for defining and monitoring service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to measure and track service performance.

Key Responsibilities:

  • Define and establish SLAs, OLA, and KPIs to measure and monitor service performance with external and internal stakeholders.
  • Conduct regular service reviews and performance assessments to identify areas for enhancement.
  • Ensure appropriate workflows and metrics (KPIs and SLAs) are instrumented in tools and systems to effectively measure adherence and improvement opportunities.
  • Create a comprehensive set of performance metrics that evaluate the effectiveness of IT processes and services utilizing the ITSM tools performance analytics capabilities.
  • Ensure that the customer's current and future service requirements are identified, understood, and agreed levels are documented in SLA between Group IT and Business Unit.
  • Ensure that service performance reviews are scheduled, carried out with the business units regularly, and documented and agreed actions are noted and tracked to closure.
  • Partake in discussions with IT Business Partners to negotiate and agree on the levels of Service to be delivered.
  • Ensure external parties or vendors providing a service to IT have appropriate back-to-back alignment with SLAs signed with business units.
  • To ensure positive customer experience and CSAT through increased First Call Resolution and minimum rejected resolutions or Reopen Cases.
  • Promote process excellence by researching best practices in the industry and investigating new functionalities within the ITSM tool to improve, automate, and optimize processes.

Service Reporting:

  • Establish and maintain a single and central point of all services-related reporting for internal IT performance metrics as well as Service Reports against SLA per business unit.
  • Ensure the Service Reports produced are accurate and to a superb standard in quality, data, context, and information presented.
  • Produce Service Reports standards for different levels within the organization (C-Level through to Technical Analyst).
  • Ensure the Service Reporting metrics are well explained, So What Analysis is applied.
  • Ensure that service reports and dashboards are being produced on time at the agreed intervals and delivered to recipients.
  • Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements.
  • Perform gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent reoccurrence.

Qualifications:

  • A minimum of a bachelor's degree (or equivalent) and a strong interest in IT metrics and operations.
  • Minimum of 5 years professional experience in IT Service Level Management / Service Delivery.
  • ITIL Foundation level or COBIT.
  • Ability to map business processes to services and define associated SLAs.
  • In-depth understanding and solid practical experience in IT Service Level Management and Service Management, strong knowledge of IT best practices and protocols, in-depth knowledge on ITIL framework.
  • A practical and proactive problem solver who possesses strong business acumen and is confident, mature, and calm.
  • A self-starter that has experience working in organizations undergoing transformation / startup and / or growth.
  • Excellent time management skills with the ability to prioritize and multitask and work under shifting deadlines in a fast-paced environment.
  • Excellent communication and stakeholder management abilities.
  • Extensive experience in ServiceNow and its various modules and hands-on experience with ServiceNow performance analytics.

Also good to have skills:

  • One or more of the following industry certifications are beneficial: ITIL Expert, ITIL Service Level Management, ServiceNow, Scrum, ITSM, DevOps, Prince2, Six Sigma.

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