Service-Level Agreement Manager “SLA Manager”

We are looking for SLA Manager (Arab Nationaility) who is accountable for ensuring that all service level agreements (SLAs) are delivered according to specifications/guidelines. The Service Level Manager will have overall responsibility and accountability for the success of the Service Level Management (SLM) process

Responsibilities

• Monitoring SLA performance for compliance with organizational needs and requirements. Facilitate communication between the IT department and its clients to define and maintain the SLAS required for each business unit.
• Driving SLA Operations on focused with Contractual agreement and as per agreed OLA/SLA.
• Continual improvement of the reporting & ratification process.
• Transparency & visibility of service level performance to the Management/Leadership
• Manages to run the weekly and monthly governance meetings with onshore and customers.
• Drive to achieve Points on all agreed KPI Targets.
• Setup and report on service level agreements

Education

• Bachelor's degree in Management Information Systems, Computer Information Systems, Computer Science, or a related field
• ITILv3 Foundation is required
• ITIL Intermediate Certificate in Release, Control, and Validation (RCV) or Service Transition (ST) or Operational Supports and Analysis (OSA) is a vital asset.
• A Project management certification is a plus.

Relevant experience

• 5+ years of IT experience
• 2+ years of experience as a Process Owner
• Two years of project management experience (PMP a plus)

Skills

• Ability to work in a dynamic and demanding environment
• Ability to communicate effectively with all levels of management
• Ability to make complex information accessible
• Excellent oral and written presentation skills.
• Demonstrated ability to coordinate cross-functional work teams toward task completion
• Demonstrated effective leadership and analytical skills
• Advanced written and verbal communication skills are a must
• Capable of designing and implementing practices, processes, and procedures that effectively utilize people and technology.
• Able to organize people and activities to maximize process efficiency and effectiveness and define metrics to measure process outcomes.
• Excellent communication, teaching, and negotiation skills
• Deep understanding of ITIL approach, principles, and processes
• Excellent English skills (spoken and written)
• Broad understanding of IT technologies and business considerations