Service Level Management

Achieving SLAs and minimizing SLA breaches. • Monitori service level agreements ensuring SLA are met • Escalates potential service level breaches and recommends solutions to ensure SLAs are met • Monitors and reports to client and management on operational service level • Ensures operational level agreements (OLA) between teams are met as a result affecting total service level agreement • Manages and drives client-facing activities and processes including, release planning, user- acceptance testing and user training / documentation.

Qualifications:
• Graduate of Information Technology, Engineering, or equivalent.
• At least 8 years of experience working in IT service management, or a similar role.
• Expertise in certain ITIL areas ie. Incident Management, Change Management and Problem Management.
• ITIL certification is a must (ITIL v3 at a minimum)
• Strong problem solving, analytical, and time management skills.
• Ability to analyze high volume of technical data and work in a fast-paced environment.
• A strong sense of business ownership and customer focus
• Excellent communication skills.