Service Level Manager

Rutotech International is a privately owned Nigerian company with its operational office at Block L Plot 2B Road KL, Sparklight Estate, Lagos - Ibadan Expressway, Ogun State, Nigeria. It began operations in 1994 with the core business of providing leading edge solutions and services in the areas of Supplies, Installations and Maintenance of Telecommunications Equipment, and later added to its services Recruitment, Training, as well as Manpower supplies and Human Resource Management.

We are recruiting to fill the position below:

Job Title: Service Level Manager

Location: Lagos

Responsibilities

• Determine and document requirements for new or changed services in SLRs, and manage and review them through the Service Lifecycle into SLAs for operational services
• Monitor and measure service performance achievements of all operational services against targets within SLAs
• Produce service reports
• Conduct service review and instigate improvements within an overall Service Improvement Plan (SIP)
• Review and revise SLAs, service scope OLAs, contracts, and any other underpinning agreements
• Develop, maintain and operate procedures for logging, acting and resolving all complaints, and for logging and distributing compliments
• Make available and maintain up-to-date SLM document templates and standards.

Skills and Capability Requirement
Qualification:

• Bachelor’s degree
• An Advanced degree in Management or Law may be substituted for two years of experience

Experience:

• At least 5 years of experience from Managed Services, Management Consulting or Project Management within the Telecom or similar industry

Knowledge & Skills:

• More than 3 experience in managing SLAs is preferred
• Understand portfolio and relationship to service delivery and able to handle situations when customer demands services outside scope of contract.
• Good knowledge and understanding of applicable parts of Huawei´s services product portfolio and delivery processes
• Good knowledge and understanding of Huawei’s client business situation
• Excellent Customer Relationship Management skills
• Proven negotiation skills
• Excellent verbal and written communication skills in English and the local language
• Advanced skills in Microsoft Office, Excel, MSWord and Power Point