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SLA Manager

Riyadh, Saudi Arabia
Posted 3 years ago
60Applicants for1 open position
  • 3Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Job Description

Summary

SLA Manager is accountable for ensuring that all service level agreements (SLAs) are delivered according to specifications/guidelines. The Service Level Manager will have overall responsibility and accountability for the success of the Service Level Management (SLM) process

Responsibilities

  • Monitoring SLA performance for compliance with organizational needs and requirements.
  • Facilitate communication between the IT department and its clients to define and maintain the SLAs required for each business unit.
  • Driving SLA Operations on focused with Contractual agreement and as per agreed OLA/SLA.
  • Continual improvement of the reporting & ratification process.
  • Transparency & visibility of service level performance to the Management/Leadership
  • Manages to run the weekly and monthly governance meetings with onshore and customers.
  • Drive to achieve Points on all agreed KPI Targets.
  • Setup and report on service level agreements
  • Advise clients on service management topics during pre-sales and service delivery

Job Requirements

Education

  • Bachelor's degree in Management Information Systems, Computer Information Systems, Computer Science, or a related field
  • ITILv3 Foundation is required
  • ITIL Intermediate Certificate in Release, Control, and Validation (RCV) or Service Transition (ST) or Operational Supports and Analysis (OSA) is a vital asset.
  • A Project management certification is a plus.

Relevant experience

  • 5+ years of IT experience
  • 2+ years of experience as a Process Owner
  • Two years of project management experience (PMP a plus)

Skills

  • Ability to work in a dynamic and demanding environment
  • Ability to communicate effectively with all levels of management
  • Ability to make complex information accessible
  • Excellent oral and written presentation skills.
  • Demonstrated ability to coordinate cross-functional work teams toward task completion
  • Demonstrated effective leadership and analytical skills
  • Advanced written and verbal communication skills are a must
  • Capable of designing and implementing practices, processes, and procedures that effectively utilize people and technology.
  • Able to organize people and activities to maximize process efficiency and effectiveness and define metrics to measure process outcomes.
  • Excellent communication, teaching, and negotiation skills
  • Deep understanding of ITIL approach, principles, and processes
  • Excellent English skills (spoken and written)
  • Broad understanding of IT technologies and business considerations

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