Service Level Agreement (SLA) Manager
Location: Kenya
Terms: Permanent
The Organisation
With a presence in 21 countries; 17 of which are in Africa this
company is looking for innovative, energetic and dedicated candidates to join
their expanding team in Kenya.
Role
Role
The role of the SLA Manager is to ensure that all service level agreements (SLAs) for information technology services across the organization are delivered according to specifications.
This includes developing, managing, and administering service
management best practices.
The SLA Manager will also facilitate communication between the
IT department and its clients in order to define and maintain the SLAs required
for each business unit.
Responsibilities
SLA Manager is responsible for:
- Define,
document, agree, monitor, measure, report and review the level of IT
services provided
- Provide and
improve relationship and communication with the business and customers
- Ensure that
specific and measurable targets are developed for all IT services
- Monitor and
improve customer satisfaction with the quality of service delivered
- Monitor service
performance against SLAs
- Ensure that IT
and the customers have a clear and unambiguous expectation of the level of
service to be delivered
- Ensure that
proactive measures to improve the levels of service delivered are
implemented wherever it is cost-justifiable to do so
- Determine,
document and agree requirements for new services
- Produce service
reports
- Conduct service
reviews and instigate improvements
- Leading and supporting
the Service Level Management team.
- Understanding
the full scope of the Service Level Management process.
- Ensuring that
all your co-workers in projects understand and follow all procedures they
are involved with.
Key Performance Indicators (KPIs)
- Number of
services that are not meeting agreed service targets at present
- Number of SLA
targets missed
- Number of SLA
targets threatened
- Percentage of
services covered by SLAs
Metrics
- Number of
bypasses of the service
- Number and
severity of service breaches
- Number of
services with timely reports and active service reviews
- Results from
Customer Satisfaction Surveys
- Documentary
evidence that issues raised at service and SLA reviews are being followed
up and resolved
- Incidents
against the service
Education/Skills
- Bachelor’s
Degree with 4-5 years of experience in IT industry
- Excellent MS
office skills and MIS reporting
Preferable
- Bilingual
(English and French)
Application Process:
To apply send CVs and cover letter to careers@talentsolutionsmanagement.co.ke by Saturday, August 4th 2012.
To apply send CVs and cover letter to careers@talentsolutionsmanagement.co.ke by Saturday, August 4th 2012.
Only shortlisted candidates will be contacted.
Please note that applications received after the deadline will not be considered for the position.
Please note that applications received after the deadline will not be considered for the position.
