Service Level Analyst

Found in: Talent ZA C2 - 3 weeks ago


Sandton, South Africa Dimension Data Full time
Functieomschrijving

The Service Level Analyst ensures that Dimension Data delivers on contractual agreements with clients as it relates to service performance metrics, reports and performance analytics. They typically deal with a small number of large clients or can be assigned to specific client accounts on behalf of a region. In some instances, they may be assigned to one or more large clients with a complex delivery environment. 

 

The Service Level Analyst is responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contracts in support of the Client Delivery Manager.

Skills and attributes 

 

Relationship Management  

Customer Service Support  

Contract management  

Service level management 

ITIL Process Management  

Supplier Management 

Requirements

Education required 

Relevant degree (business management, technology, etc) 

Certifications required 

ITIL 

Work experience required  

At least 3 years’ experience in a similar role in a managed services environment 

Demonstrated client engagement experience with the ability to interact with a variety of stakeholders, including senior level 

Experience in a managed services and/or support services environment requiring commercial and business acumen 

Experience identifying and developing mechanisms for improved service delivery 

Ability to operate on own and as part of a larger team 

Sound knowledge of incident and problem management processes 



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