Service Level Manager. – HUAWEI | - 2015

Reports to: Service Delivery Manager

Grade Level:

TBD Supervises: N/A

Job Summary

Ensure and supervise the planning and execution of service level management activities for EMTS’s IT function.
Gain a comprehensive understanding of customers’ business and strategies and ensure IT services are aligned to the same.
Act as a point of escalation for internal / external customers and champion customer issues ensuring effective engagement of IT teams.
Manage customer expectations through effective communications balancing the needs of the business with those of the customer.
Identify opportunities for continuous improvement in processes, IT services and the customer experience, and engage resources to deliver those improvements.
Provide subject matter expert advice, guidance and assistance to customers and internal stakeholders.
Create and obtain buy-in for the structure of the Service Level Agreements (SLAs) and ensuring all backend agreements for SLAs are established.
Ensure Service Level targets / objectives within the SLA are met and review the same with the customer.
Define and deliver Service Level reports for IT services and other ad hoc reports as needed to meet customer requirements.
Build strong relationships with internal and external IT service groups and other ITIL process management areas, including Incident, Problem and Change management.
Ensure all documentation and centralised tracking and logging systems are kept up to date.

EDUCATION AND EXPERIENCE

First degree or equivalent in a relevant discipline.
Minimum of three (3) years relevant work experience