Ref: HP977-1981

Job description / Role

Employment: Full Time

The Service Level Manager will be accountable for the implementation and subsequent management of Service Levels within the Group of companies and relevant IT vendors.

The Service Level Manager will manage the day-to-day operations of proactive Service Levels management across a highly complex organization ensuring that service level targets are met in accordance with SLAs, OLAs and UCs. The Service Level Manager will be responsible for the administration and maintenance of the Groups relationship with senior users and colleagues in relation to service level provision and management. The Service Level Manager will advise on and manage service levels in accordance with agreed provision of new systems.

The Service Level Manager will formulate and manage all appropriate Service Level processes, procedures and monitoring performance ensuring that service levels are fit for purpose and current and up to date. This will involve carrying out frequent Service Level audits and providing necessary information for keeping IT Service Catalogues up to date, enabling the IT department to establish and deliver effective and efficient systems in accordance with Group objectives and priorities.

The Service Level Manager will support the IT Applications Development team in the design and implementation of a Group wide System Strategy to support and deliver a secure and reliable service especially the ITIL Processes.

The Service Level Manager will engage with senior managers from within the Group and external to the Group including suppliers and manufacturers and to identify and advise on server infrastructure design, equipment and requirements.

The Service Level Manager will work to achieve the objectives of the Group and will be responsible for the development and effective operation of the IT server infrastructure.

The Service Level Manager will be responsible for the development and effective operation of the Service Delivery functions in support of the Groups business objectives.

MAIN DUTIES
- Manage the Service Level Management (SLM) process to provide audit of the Groups IT infrastructure to feed into the IT CMDB.
- The Service Level Manager represents the IT provided services to the Group and is responsible for all Service Level Management activities for those services.
- Carries out regular audit of IT Application Systems and provides necessary information in the IT Service catalogue keeping the IT Service Catalogues up to date.
- Carries out management of the IT CMDB to meet SL targets.
- Manages and maintains the catalogue description of existing services offered by IT .
- Participates fully with in the negotiation of, agreement and maintenance of SLAs.
- Manages, maintains, negotiates, agrees OLAs within IT technical teams in conjunction with line management.
- Analyses and reviews actual service performance against SLAs, OLAs and KPIs for service areas under scope.
- Provides and develops regular reports Service Level Reports on service performance and achievement to the heads of IT.
- Reviews SLA targets and metrics where necessary.
- Reviews OLA targets and metrics where necessary.
- Reviews third party underpinning agreements where necessary.
- Identifies appropriate actions to maintain or improve service levels.
- Initiates and co-ordinates actions to maintain or improve service levels.
- Act as a co-ordination point for any temporary changes to service levels.
- Act as a single point of contact for the IT departments in relation to Service Level Management.
- Acts as a key member of staff in SLA negotiation efforts.
- Ensures that service levels are met with regards to recording and closure of incidents. Provide mentoring and coaching to support staff, which will include technical trouble shooting.
- Supports the Change Release and Configuration Manager in managing Service Transition processes within the IT department.
- To assist the Application & Development Manager in managing deployment of systems and peripherals.
- Participates in Managing the Groups applications ensuring that service levels are met with regards to performance, resilience and accessibility.
- Manages and audits any maintenance and support arrangements, which the Group has contracted to ensure value for money and performance.
- To assist in maintaining applications IT security, ensuring that operational staff are suitably trained and that there is full compliance with Group procedures including any regulatory compliance that may be required.
- To assist in the preparation of business cases and option appraisals in relation to Information Technology projects as delegated by the Applications and Development Manager.
- Reviews operational procedures for the Information Technology SLM to produce a procedures manual and ensure that agreed standards are implemented on a continuous basis.
- Assist the Development Manager in the production of an annual training plan for staff within the application support section, undertaking training needs analysis where necessary.
- Establish projects under the direction of the Applications and Development Manager, co-ordinate the creation of working groups and project teams and undertake a project management role including the production of related documentation e.g. Project plans working with the Project Managers.
- Keep abreast of new developments in Information Technology in order to ensure that possible benefits to the Group may be identified.
- Contribute to the development and implementation of strategic plans for the development of Information Technology systems through the production of work and resource plans for all staff within the section and review this on a quarterly basis.
- Liaise closely with appropriate hardware and software suppliers.
- To act as the single point of ownership for effective provision of SLM within the Group IT infrastructure.
- Produce documentation on all aspects of Group SLM, carry out regular SL Audit, provides necessary information for the maintenance of IT Service Catalogues.
- Undertake any other duties commensurate with the position as necessary.

Requirements

EDUCATION & TRAINING
- ITIL Practitioner and ITIL Service Manager Qualifications.
- Prince2 foundation (Practitioner preferred).
- 4+ Years in a similar role within an ITIL environment.

EXPERIENCE
- Must have strong Vendor Management experience in building and improving existing relationships and with regards to new vendors and their underpinning contracts.
- Solid experience required across varied businesses units with regards to writing KPIs, SLAs OLAs and reporting on their efficiency.
- An ability to operate with all levels of management to CEO level.
- Financial Services experience an advantage.
- Self-motivated with high levels of drive and energy
- Excellent organization and negotiation skills

About the Company

Networkers is a global recruitment consultancy helping unite job-seekers and hiring companies across the technology industry. Since Networkers was established in 2000, the business has grown considerably and we have consistently proven our ability to connect the right people with the right roles in the right businesses around the world. What makes us unique is our ability to offer a local service on a global scale. From our 14 offices spanning across four continents, we are able to recruit in more than 130 countries.

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