Senior Service Level Management Specialist

3 days ago


Cape Town, Western Cape, South Africa DLK Group (PTY) Ltd Full time
Senior Service Level Management Specialist

We are seeking a highly experienced Senior Service Level Management Specialist to join our team at DLK Group (PTY) Ltd. This pivotal role will focus on designing, configuring, and implementing Service Level Management processes that ensure our IT services meet the highest standards of quality and efficiency.

Key Responsibilities
  • Design and implement effective Service Level Management processes to enhance IT service delivery.
  • Develop Operational Level Agreements (OLAs) between relevant stakeholders within the Information Systems & Technology (IS&T) department.
  • Formulate and implement Service Level Agreements (SLAs) between IS&T and various business units within DLK Group (PTY) Ltd, ensuring mutual agreement on service expectations.
  • Establish and monitor OLA/SLA metrics, providing regular reports to stakeholders to track compliance and performance.
  • Configure workflows and notifications within ITSM tools to streamline communication and ensure accountability across teams.
  • Communicate effectively with both senior and junior DLK Group (PTY) Ltd staff, adapting technical language to suit various audiences, ensuring clarity and understanding.
  • Identify opportunities for improvement in service delivery and performance metrics, proposing actionable recommendations.
  • Provide training and guidance to team members on Service Level Management processes, promoting best practices and a culture of excellence.
Requirements
  • National Diploma in IT or equivalent.
  • ITIL Intermediate Certification is essential.
  • ITIL Managers/Expert Certification is advantageous.
  • Project Management Certification (PMP, PRINCE2, etc.) is desirable.
  • A minimum of 8 years of relevant experience in Service Level Management within an ITSM framework.
  • Demonstrated experience in configuring ITSM tools and managing SLAs/OLAs.


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