Analyst- Service Level Agreement Management

Job Responsibilities

• Collate, analyze and provide input to guide ITO to optimal performance using trending, analysis and benchmarking capabilities
• Participate in the review of service performance at periodic service review meetings of ITO and IT Business
• Monitor trends in service levels and highlight concerns to be addressed by the ITO team and suppliers in the Continuous Service Improvement (CSI) plan.
• Collaborate with the SLA Manager to ensure valid changes in service level
• Generate and analyze performance reports and ensure the right insight and recommendations on underperforming services levels are brought to the fore.
• Participate in defining and maintaining quality measures to govern and control improvements in ITO SLA.
• Analyze, review and provide regular independent reports on service performance and achievement to EMTS upon request
• Participate in the review of third party underpinning agreements, SLA  and OLA targets and metrics where necessary
• Identify, define, and implements CSIs and Collate feedback (improvement initiatives or issues) across all stakeholder groups accordingly

Qualifications

·   First degree or equivalent in a relevant discipline

·   ITIL Foundation Certification is highly required.

·   Minimum of two (2) years relevant work experience

·   Strong analytical and problem-solving skills

·   Proficient in the use of Microsoft Office Suite as well as a good knowledge about reporting tools especially using Microsoft Excel. Basic knowledge of HP BTO is an advantage.

·   Ability to visualize or decipher patterns in trend and provide insightful feedback to support business decisions.

Requirements

·        IT Governance

·        IT Demand and Supply Management

·        Customer/Business Relationship Management

·        ITIL Service Transition,  Operation, and CSI

·        System Analysis and Design