Cape Town, South Africa | Posted on 16/10/2024
We are seeking a highly experienced Senior Service Level Management Specialist to join our team. This pivotal role will focus on designing, configuring, and implementing Service Level Management processes that ensure our IT services meet the highest standards of quality and efficiency. You will collaborate with various stakeholders to develop Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) that align with business needs. If you are a proactive leader with a strong background in ITIL practices and service level management, we encourage you to apply!
Duties and responsibilities Design, configure, and implement effective Service Level Management processes to enhance IT service delivery.
Facilitate the development of OLAs between relevant stakeholders within the Information Systems & Technology (IS&T) department.
Assist in the formulation and implementation of SLAs between IS&T and various business units within CCT, ensuring mutual agreement on service expectations.
Establish and monitor OLA/SLA metrics, providing regular reports to stakeholders to track compliance and performance.
Configure workflows and notifications within ITSM tools to streamline communication and ensure accountability across teams.
Communicate effectively with both senior and junior CCT staff, adapting technical language to suit various audiences, ensuring clarity and understanding.
Identify opportunities for improvement in service delivery and performance metrics, proposing actionable recommendations.
Provide training and guidance to team members on Service Level Management processes, promoting best practices and a culture of excellence.
Requirements Qualifications National Diploma in IT or equivalent.
ITIL Managers/Expert Certification is advantageous.
Experience:
A minimum of 8 years of relevant experience in Service Level Management within an ITSM framework.
Demonstrated experience in configuring ITSM tools and managing SLAs/OLAs.
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