Establishes, owns and develops Service Level Management process in the organisation
Agrees and keeps it updated an appropriate Service Level Management structure for the organization, to include:
Service Level Agreements
Operational Level Agreements
Third Party Supplier / Contract Management relationships to the Service Level Management Process
Proactivily initiates and acommodates Service Improvement Plans / Programs within the SLA management process, initiates, coordinates and aligns appropriate actions to maintain / improve Service Levels
Negotiates and agrees the Service Level Agreements with the Customer and with the vendors
Negotiates and agrees the Operational Level Agreements
Negotiates and agrees with both the Customer and Vendors any Service Level Requirements for any proposed new / developing services.
Analyses and reviews Service Performance against the SLAs and OLAs.
Organizes and maintains the regular Service Level review process
Reviews Service Levels and targets, Current Performance; outstanding actions from previous Reviews; Reviews underpinning agreements and OLAs as necessary
Conducts regular reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
Acts as co-ordination point for any temporary changes to Service Levels required,
Manages escalation process;
Trains the internal stakeholders;
KPIs / Key deliverables:
The Quality manager is accountable and responsible both for the quality and integrity of the Service Level Management process as well as overall maintenance requirements across organisation footprint.
E2E accountability for the whole chain of the quality management from end customer (e.g.NatCo’s) through organisation towards Vendors
Develops, introduces, and manages service management best practices, while at the same time communicating with both the organization's internal departments and its clients to uphold service level agreements
University degree – Master in telecommunications, economics or related fields
Professional knowledge, skills, know-how in the field & experience in the field:
Excellent project management abilities
Proficiency in computing
More than 3 years experience in field of activity
Direct working experience in service level management or senior project management
Previous experience in the Technology area with focus on Infrastructure and IT
Strong technical and IT knowledge on architecture or solution design / analyst level as well as business impact overview
Understanding of Telco/IT industry strategic developments and trends
Managerial experience is an advantage
Multinational experience: international working experience – NatCo experience of advantage
Strong people and team-building skills and the capability to exercise discretion.
Experience in the virtual teams management is an advantage
English language - fluent (excellent verbal and written communication skills)
Interpersonal, communication skills:
Strong oral and verbal communication skills, SLA manager has the responsibility to communicate, negotiate and align with the vendors, internal stakeholders, customers (lawyers, technology managers, operational directors, contract managers), governance bodies. SLA manager must help stakeholders to understand the implications, contents and the reasons for the establishment of the SLAs and relevant KPIs; he/she must act a