About this role
• The Senior Specialist SLA Management is responsible for overseeing and ensuring the effective performance and compliance with Service Level Agreements (SLAs) across internal teams, service providers, and vendors within the Connected Enterprises Solutions business unit. • The Senior Specialist works to align SLA management strategies with organizational goals and ensures that all SLA commitments are met or exceeded, contributing to the seamless delivery of Enterprise solutions.
Education
• 3-year tertiary qualification/ degree (Commercial/ Technical) in related field • Relevant certification/ additional requirements advantageous
Experience
At least 5 years related experience in in IT service management, with a strong focus on incident and problem management.
• Proven experience in managing and monitoring Service Level Agreements (SLAs) across internal teams and external service providers. • Proven track record of collaborating with key stakeholders, including senior management, internal teams, and external partners. • Demonstrated ability to track performance metrics, ensure compliance, and address any deviations or breaches. • Worked across diverse cultures and geographies advantageous.
Skills
• SLA performance and improvement • Aligning SLA management with technological advancements and strategic goals. • Reporting on SLA performance