- Support and assist the CIO in day-to-day management of SLAs
- Create metrics for reporting the management and effectiveness of SLAs, as well as for compliance with established organisational needs and requirements
- Monitor SLA performance and KPIs compared to desired and agreed performance levels
- Provide recommendations based on analysis of trending information and assist in SLA change management activities, including follow-up checks for corrective actions
- Assist in developing and implementing policies and procedures where SLAs are concerned
- Establish and maintain regular communications with the organisation’s executives, department heads, and end users regarding SLA activities and changes
- Oversee continuous service level improvement initiatives associated with core processes and mission-critical systems
- Minimum three years’ experience in a service level management capacity, including all aspects of SLA development and execution
- Bachelor’s Degree in related field is preferable but not required
- Strong knowledge of ITIL is highly desirable
- Strong technical skills, including ability to understand, process, analyze and report service metrics
- Ability to deal tactfully with people in various seniority levels
- Ability to work under pressure, formulate and articulate solutions and defend assumptions
- Intermediate experience with MS Outlook, MS Word, and MS Excel
- Show distinct strategic and critical thinking, work through ambiguity and pay attention to detail
- Highly self-motivated and feature the ability to work independently
