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Job Description
- To ensure all contracted SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are measured and achieved with the associated Management Information produced within the required timescales
- Attend service review meetings and supplier forums as requested.
- Monitor service delivery performance against relevant contractual governance & control requirements with specific focus on the following processes:
- Incident and Problem Management
- Service Level Management
- Knowledge Management
- Continual Service Improvement
- Impacting change to all of the above.
- Documentation & audit
- Provide daily/weekly/monthly Management Information related to Incident Management / Service Level Management
- Provide daily/weekly/monthly Management reports related to the project performance and progress.
- Transforming and growing the business, developing cross functional relationships working with sales and key client relationships to meet sector growth.
Job Requirements
- Bachelor Degree or Equivalent.
- 10 years experience in IT is a must.
- A successful proven track record for not less than 2 years gained within an IT/service/customer contact environment.
- Solid PC skills with capabilities of report generation through Microsoft Excel.
- Excellent command in English.
- Excellent Communication Skills.
- Knowledge and experience in dealing with external customers
- IT environment preferable.
