Service level manager

Descripción general

The primary objective of Service Level Management (SvLM) is to manage and report on current HP performance against established Service Level targets and changes to the service levels. For the Alcatel-Lucent account the current Service Level Agreements (SLAs) are established in the schedule 3A and 3B. Service Level Managers serve as the interface between the HP Delivery Teams and the client to provide for continual identification, monitoring and review of the levels of IT services specified in the SLAs.

HP Service Level Managers will be responsible for a set of SLAs and are obligated to:
Analyze & trend data received from the HP Delivery Teams
Provide preliminary and final monthly performance reporting
Track Root Cause Analysis in case of non-compliance, as well as Remediation plans to improve SLA performance
Process SLA restatements & waivers
Facilitate discrepancy/dispute resolution
Manage Service credit assessments
Monitor breached SLAs for improvement

The Delivery Teams are responsible for negotiating agreement on SLA definition, requesting and funding any necessary reports, and providing the supporting raw data used to calculate the SLA. SvLM is responsible for providing the consolidated SLA results to the client and calculating any penalty assessment and facilitating any discrepancy resolution between the HP Delivery Towers and the client.

Requisitos para aplicar

•Certificate as a minimum. ITIL certification is A MUST.
• Intermediate to Advanced knowledge on Application Maintenance and Operations and previous proof experience.
•Previous experience as Delivery manager in a multinational or Enterprise enviroment.
• Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills.
• Excellent communicator in both spoken / written English including explaining technical concepts in non-technical client facing language.
• Excellent customer facing skills & presentation skills.
• Team player: Ability to effectively interact with people at all levels worldwide.
• Good in organizing meetings and driving the meetings.
• Good in data and metric analysis and report generation.
• Technical background with demonstrated skills in at least one or multiple IT technologies / disciplines.
• Ability to work effectively in diverse, foreign, and multi-cultural environments.
• Sticks to agreed deadlines for deliverables.
• Attends conference calls and able to work in EMEA time-zone when necessary. (Work shift 6am to 3pm could change)