Regional Service Level Manager

Job Summary

The primary responsibilities are to create, monitor, review, and report on Service Level Agreements, and be the escalation point and vendor relationship manager required to hold staff and vendors accountable according to Service Level Agreements, with a secondary responsibility in providing technical support to high level executives. Responsible for the development and implementation of the process to improve customer service.

Responsibilities:

Responsible for assigned Service Level agreements. Ensures Service Level Agreements are met or surpassed. Ensures that Operational Level Agreements are met or surpassed. Ensures that service metrics are properly identified, monitored, analyzed, and reported on. Provides constant review, development and implementation of best practices program around IT service agreements tools, measurements, matrix and reporting. Develops and maintain expert understanding of business unit business requirements and offers solution based on current BTS emerging technologies. Identifies and communicates SLA services such as conditions of service availability, service standard/timeframes, responsibilities of areas, escalation procedures. Works with Project teams and business clients in defining, planning, and implementing new service level agreements



Works with all ITIL process management teams such as Incident, Problem, and Change Management, regarding the development, documentation, and maintenance of ITIL based processes and procedures. Create methodology and procedure for correcting service deficiencies.



Work and liaise with various teams in production support to the mutual interest of both the business client and IT Group. Ensures SLA terms, conditions and performance standards are reported and if not met, escalated proactively to appropriate levels. Develop and establish customer service satisfaction measurements.



Works closely with the Product Managers within IT in supporting and enhancing service delivery.



Direct interface and communication with IT Group and Business Unit Management to facilitate understanding of service priorities and capabilities of technical resources in creating Service Level.

Requirements

5+ years direct work experience in creating, maintaining and implementing technical Service Level Agreements. Requires the ability to lead - communicate the IT Infrastructure solutions from customer requirements. Requires 5+ technical Knowledge of IT Services acquired with the experience developing and delivering IT Infrastructure solutions.

Requires ability to negotiate with others to find solution and approaches that benefit all parties.

Requires good facilitation skills and conflict management skills to resolve actual or perceived root cause of problems. Ability to work well with all level of management. Self - Motivated - Entrepreneurial with demonstrated strong leadership skills.



Desired Skills

Strong relationship building skills and the ability to bring together diverse groups, and articulate issues, options, and solutions.

Diversity in working closely with both business and technical teams.

Proven ability to identify issues and risks.

Progressive experience working with operational service metrics.

Demonstrated understanding of ITIL processes and best practices.

Demonstrated success working within a Service Delivery framework.

A strong dedication to bringing teams together for a common goal.



Characteristics

Proven leadership skills.

Excellent Written / Verbal Communication Skills.

Objective, Decisive, Analytical Problem-solver.

Persuasive presentation skills.

Driven by customer satisfaction and focused on quality.

Demonstrated & proven Listening Skills.

Cooperative & Collaborative.

Willing to take the Initiative.



This position does not manage any staff.

Send resumes to Lawrence.Hasten@uboc.com