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Job description: • Design and implement service level agreements (SLA’s) in relation to contracted services, ensuring the service level targets are achieved; service quality and customer expectations are met or exceeded • Ensure OLA’s, and any third party supplier agreements are established and are in alignment with and capable of delivering services within agreed timeframes. • Investigate and report all breaches of SLAs and OLAs and manage the proposal and implementation of solutions to prevent future occurrences • Ensure the preparation and timely distribution of all operational Service Reporting against SLA’s. • Manage Service Lifecycles for New Initiatives or existing entities including service planning, activation, transition and operation. • Interpret data, produce trend and variances deep analysis, identify issues and make recommendations to management team for corrective action plan in order to support service levels and customer satisfaction. • Identifies process gaps, proposes alternatives and recommends implementation of new processes to improve management practices as they relate to organizational goals. Nu percepem taxe de mediere!!
• Minimum of 5-6 years of relevant experience in the same field preferably with consulting background with exposure to multiple clients and business domains • Previous experience in managing SLM, Change and Configuration management activities in a large scale organization • Bachelor in Computer Science or Computer Engineering • ITIL Practitioner • Proficient in Service Level, Change, Capacity and IT Service Continuity Management processes • Proficient in Service Strategy, Design and Operational Management • ITIL Service Manager and PMP certification is preferred