The Service Level Specialist is responsible for all aspects of defining and managing service metrics. They are experts in creating, analyzing, interpreting, and presenting performance against measures. Proactively managing adherence and ensuring effective reporting of progress against targets in Service Offerings is their forte.
As a Service Level Specialist, youll supervise operational performance data and drive IT Teams to achieve and surpass contracted service levels. Continual development and evolution of contractual SLAs, close collaboration with IT Teams and clients to align with business requirements, and routine management and client-facing reports reflecting performance and identifying trends—all fall under your purview.
responsibilities :
Develop and maintain strong working relationships with key internal and external partners, including Service Owners, customers, and IT internal suppliers
Manage and uphold SLAs and associated structures as needed
Act as the guardian of Service Offerings quality from the ground up
Maintain team Operational Level Agreements (OLAs) and operational procedures
Proactively handle service levels, focusing on preventing failures and swiftly implementing corrective actions when necessary
Collaborate with Change Managers to understand Service Level Management requirements for proposed new services and changes
Take responsibility for Monthly Service Review and Quarterly Service Review processes, ensuring their effective execution
Be accountable for every facet of Performance Management, including problem escalation and SLA management. Track escalated performance issues and disputes with Service Providers
This mission also involves updating documentation and procedures related to IT Service Offerings in ServiceNow
requirements-expected :
Advanced proficiency in MS Excel
ITIL v4 certification or equivalent
Financial analysis skills, including pricing and recharging
Strong analytical skills
Experience with Agile methodologies
Stakeholder management abilities
Excellent communication skills
High stress resistance
Effective prioritization skills to meet recurring deadlines
offered :
Work closely with inspiring, supportive and engaged colleagues from more than 80 different countries.
Practice your talents in a highly professional international environment.
Join a learning and development environment with an emphasis on knowledge sharing and training.
Competitive salary and comprehensive benefits.
benefits :
private medical care
sharing the costs of professional training & courses
