Overview
The Service Level Manager will contribute to the development of continuity management plans, identify information and communication systems supporting critical business processes, and manage risks. The role involves analysing service availability, reliability, and monitoring service component capacity.
Key Responsibilities
- Contributes to the development of continuity management plans.
- Identifies information and communication systems that support critical business processes.
- Undertakes basic risk management activities.
- Maintains documentation of risks, threats, vulnerabilities and mitigation actions.
- Analyses service and component availability, reliability, maintainability and serviceability.
- Contributes to the availability management process and its operation.
- Performs defined availability management tasks.
- Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
- Applies techniques to control the demand upon a particular resource or service.
- Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.
- Monitors progress against business objectives specified in the business case.
- Proactively manages risk and reward mechanisms in the contract.
- Acts as the routine contact point, receiving and handling requests for support.
- Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
Required Experience
- 2 years post-related experience (with a Bachelor's degree).
- Exceptionally, 6 years extensive and progressive expertise in duties related to the function of the post (without a university degree).
- 2 years' experience working in a Service Management environment.
- Demonstrable experience of having designed and implemented significant productivity customer satisfaction improvements.
- Solid working knowledge of Service Level Management ideally with experience of implementing or at least executing corporate wide SLM process.
- Experience of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans.
Qualifications
A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline.
