Service Level Manager

Job 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 compliment
• Make available and maintain up-to-date SLM document templates and standards.

Qualifications

1. Bachelor’s degree??

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

Requirements

·         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 the scope of the contract.

·         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 PowerPoint

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