Service Level Agreement (SLA) Manager

The Organisation

Our client is has a mission to change the face of IT in Africa.

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

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.

Only shortlisted candidates will be contacted.

Please note that applications received after the deadline will not be considered for the position.