Takes responsibility for ITIL Service Level Management for IT Services overseeing the specification of services, leading regular internal service review meetings and meets customer representatives regularly to monitor progress against issues and ensures that an agreed level of service is maintained.
Qualifications / Skills
Minimum Requirements for Candidates
Bachelor’s degree in Computer Science, Management Information Systems or related field, is required.
1-2 years of full-time experience working with an ERP System application performing the duties stated above.
Must have familiarity and understanding of Visual Basic Script computer language, SQL, html development.
Expectations for Ideal Candidates
Database design concepts, and the Unix operating system.
Creates and maintains a catalogue of available services and uses this as the basis for Service Level Agreements (SLAs).
Monitors levels of service achieved, ensures detailed metrics and records are kept and analyzed, provides adequate, accurate and timely reports, to clients/users and providers, on actual service levels achieved compared with the targets set in SLAs.
Liaises with the Service Delivery Manager in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service.
Initiates action to maintain or improve levels of service, referring potential solutions to higher levels of management as required.
Conducts or commissions benchmarking, customer surveys and other qualitative and quantitative assessments of service provision, identifying areas of weakness or inefficiencies and working with Functional Heads to implement performance improvements and/or working with the Service Support Manager to liaise with end users seeking effective business solutions through improvements in new or changed processes/procedures, organization and systems.
Under the direction of the Service Delivery Manager, reviews any complaints and compliments related to service delivery.
Meet with end-users on a regular basis to carry out service reviews against SLA expectations.
Liaises regularly with SAPTCO to review and improve performance against SLAs.
Carries out periodic reviews to ensure contractual compliance and value for money in conjunction with the agreed terms.
Delivers the priorities set out in the IT Plan and overall targets and aspirations of the IT Department.
Ensures compliance with procedures and standards.
Provides performance data in a timely and accurate manner using appropriate tools.
Adopts industry best practice for IT service management and promotes and delivers continuous service improvement.
Encourages collaborative and consistent working practices across IT teams by aiding the development of a service culture across PTC.
Updated CV: Latest CV with full experiene mentioned
Degree: Kindly upload the highest qualification certificate/ diploma
Experience Letter/ Certificate: Kindly upload the experience letters for previous 2-3 jobs as minimum , ideally for current job as well
National ID: Kindly upload the Passport/ National ID Copy