IT Service Level Management Analyst

Division: Group Technology Solutions (GTS)

The Service Level Specialist is responsible for all aspects of defining and managing service metrics. They are experts in creating, analyzing, interpreting, and presenting performance against measures. Proactively managing adherence and ensuring effective reporting of progress against targets in Service Offerings is their forte.

As a Service Level Specialist, you'll supervise operational performance data and drive IT Teams to achieve and surpass contracted service levels. Continual development and evolution of contractual SLAs, close collaboration with IT Teams and clients to align with business requirements, and routine management and client-facing reports reflecting performance and identifying trends—all fall under your purview.

Responsibilities:

• Develop and maintain strong working relationships with key internal and external partners, including Service Owners, customers, and IT internal suppliers
• Manage and uphold SLAs and associated structures as needed
• Act as the guardian of Service Offerings quality from the ground up
• Maintain team Operational Level Agreements (OLAs) and operational procedures
• Proactively handle service levels, focusing on preventing failures and swiftly implementing corrective actions when necessary
• Collaborate with Change Managers to understand Service Level Management requirements for proposed new services and changes
• Take responsibility for Monthly Service Review and Quarterly Service Review processes, ensuring their effective execution
• Be accountable for every facet of Performance Management, including problem escalation and SLA management. Track escalated performance issues and disputes with Service Providers
• This mission also involves updating documentation and procedures related to IT Service Offerings in ServiceNow

Requirements:

• Advanced proficiency in MS Excel
• ITIL v4 certification or equivalent
• Financial analysis skills, including pricing and recharging
• Strong analytical skills
• Experience with Agile methodologies
• Stakeholder management abilities
• Excellent communication skills
• High stress resistance
• Effective prioritization skills to meet recurring deadlines

#LI-DL1