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Service Level and Reporting Executive

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(Preferred for Singapore based candidates)

 

OBJECTIVES

 

  • Govern, define and develop Service Level & Service Reporting Processes and Customer Satisfaction Survey Program
  • Drive the effectiveness and efficiency of the operational procedure across the organization.
  • Subject Matter Expert to establish process control in Service Level & Service Reporting and Customer Satisfaction with the capability to provide advisory and consultation services in these area to the stakeholders of the organization.
  • Minimize the impact of SLA failures and integrity of data information on the services delivered in the organization.
  • identify opportunities to improve the daily operations through pro-active analysis of service performance and drives aggressive Root Cause Analysis meetings with Service Delivery Managers and Service Owners to identify the root causes and permanent solutions to improve customer satisfaction.
  • Ensure all documented information such as root cause analysis reports are created and maintained for required visibility and timely feedback to internal/ external customers or during an internal/ external quality assessment.

 

 

Responsibilities:

 

  • Define the authorities and responsibilities of the process manager and personnel performing the procedures of Service Level & Service Reporting Management and Customer Satisfaction Survey process
  • Oversee a team of Service Level and Service Reporting Analysts to ensure that scheduled measuring and reporting of the service performances and customer surveys are delivered in timely manner
  • Direct and Maintain NService Level Management & Service Reporting and Customer Satisfaction Survey Documented Information
  • Responsible to ensure all service level agreements (SLAs) for Managed Services across the organization are clearly defined with Internal and External customers and accurately delivered according to service level specifications
  • Responsible to facilitate communication between internal and external customers during the meetings
  • Participate in the developing, negotiating agreeing and reporting on individual SLAs, negotiating OLAs and Underpinning Contracts in order to ensure that these are not carelessly assumed as compliance during tender preparation, project transition and service commencement
  • Maintain communication with Solution Architect and Sales Manager to seek
  • clarification on the contractual requirements related to Service Level Credits and Penalties ? Responsible to maintain the records of Managed Services financial risk for penalties that were resulted from service level defaults including potential for earn back

 

  • Responsible to ensure the documented Service Catalog of any new services or changes to existing services offered by the organization is clearly documented and maintained
  • Responsible to provide and conduct scheduled service reviews with Service Delivery Management team on the performance and potential issues of the service delivery health scorecard
  • Responsible to develop Continual Service Improvement and initiate any actions required to maintain or improve Service Level Targets
  • Responsible to collaborate the activities in both Service Level and Reporting Team are consistent and analyses the organization’s data to assess overall service achievement, identifying positive or negative trends and translate into useful decision-making dashboards for the organization
  • Any other ad-hoc duties as required or assigned

 

REQUIREMENTS

  • Bachelor degree in Statistics, Economics or related field required
  • At least 5 years of applied experience in Service Level and Service Reporting Management is IT environment is desired
  • Certified in ITIL V3 Foundation Certification and/ or ITIL Practitioner in Service Level Management
  • Extensive understanding and knowledge of ISO 20000 Service Management System requirements specific to Incident and Service Request Management, Problem Management, Change & Release Management and Service Availability and Continuity
  • Familiarity with Service Level Management workflow and its interaction with the rest of the ITSM process modules within IT Service Management Tool
  • Hands-on experience of ITSM tool is desired e.g. HPSM, BMC Remedy and ServiceNow
  • Possess analytical conceptual thinking, problem solving and decision making skills
  • Proactive, self-starting nature with ‘Can Do’ attitude
  • Demonstrated activities in delivering to tight timescales and innovative in their approach and use of Service Measurement & Reporting Tools and Methodologies
  • Demonstrated good listening skills of the services and qualifying factors to understand how customer requirements will affect service delivery
  • Strong oral and written skills in English, with ability to understand and predict customer behaviour and responses to communication
Country: Singapore
Employment Type: Full time
Salary: Open