Service Level Manager - Arish

Sinai University - Arish, North Sinai

Applicants for
1 open position
Experience Needed:
5 to 7 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  • Manage work queues in an enterprise level Service Desk tool
  • Responsible for providing Reports on SLA compliance, Service Desk Metrics
  • Ensure SLA compliance for IT Service Desk Team
  • Internally within IT, establish and maintain strong working relationships with Senior Sponsors, Department Heads, Process Owners
  • Externally outside of IT, establish and maintain strong working relationship with business unit Directors and managers.
  • Create and maintain a Catalog of Services
  • Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the organization
  • Establish a Service Review process; planning, organizing and facilitating recurring meetings
  • Work with Change Managers to understand the SLM requirements for proposed new services and changes
  • Analyze, review and report performance results against the criteria established in SLAs and OLAs
  • Conduct annual or more frequent assessment and reviews of the entire SLM process;
Job Requirements
  • ITIL Foundation Certification and/or ITIL Practitioner Certification in one or more Service Management ‎‎‎discipline, Six Sigma or other related disciplines.
  • Minimum 5 years’ experience managing an Enterprise Service Desk.
About this Company

The significance of establishing a university, including research centers, especially in the North of Sinai, is not only due to the lack of such universities in this area but also to the special importance of having a world-class education to support the economic development... (More)

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