Service Level Manager

Company:  Insight Global
Location: Raleigh
Closing Date: 02/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description

Qualifications:

  • Bachelor’s degree in Business Administration, Information Technology, or a related field.
  • Proven experience in writing SLAs and OLAs.
  • Experience in creating and implementing company-wide policies to improve service excellence.
  • Strong background in process improvement and performance metric enhancement.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Certification in ITIL or similar is a plus

Job Summary: We are seeking an experienced Service Level Manager to join our team. The ideal candidate will have a strong background in writing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), creating company-wide policies, and improving performance metrics. This role is crucial in ensuring that our service delivery meets the agreed-upon standards and continuously improves.

Key Responsibilities:

  • SLA/OLA Development: Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability.
  • Policy Creation: Develop and implement policies to ensure DIT and other State agencies adherence to service standards and regulatory requirements.
  • Process Improvement: Identify and implement process improvements to enhance performance metrics and overall service delivery.
  • Performance Monitoring: Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement.
  • Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment on service expectations and performance.
  • Documentation: Maintain detailed documentation of SLAs, OLAs, policies, and process improvements.
  • Training and Guidance: Provide training and guidance to team members on SLA/OLA management and policy adherence.
  • Continuous Improvement: Stay up-to-date with industry best practices and continuously seek opportunities to improve service levels.

Apply Now
An error has occurred. This application may no longer respond until reloaded. Reload 🗙