Service Level & Knowlege Management Team Head

• Creates and maintains a catalogue of existing Services offered.
• Formulates, agrees and maintains an appropriate Service Level Management (SLM) structure for the organization, to include:

1. Service Level Agreement structure (e.g. Service based, User based or multi-level).
2. Operational Level Agreements within the IT departments.
3. Accommodating any existing Service Improvement Plans/Programs within the SLM process.

• Negotiates, agrees and maintains the Service Level Agreements with the Business teams, Operational Level Agreements within the IT teams. And with both the Business and IT teams any Service Level Requirements for any proposed new/developing services.
• Analyses and reviews service performance against the SLAs and OLAs.
• Produces regular reports on service performance and achievement to the Business and IT teams at an appropriate level.
• Organizes and maintains the regular Service Level review process with both the IT Customer and IT provider which covers:

1. Reviewing outstanding actions from previous reviews.
2. Current performance.
3. Reviewing Service Levels and targets (where necessary).
4. Reviewing underpinning agreements and OLAs as necessary.
5. Agreeing appropriate actions to maintain/improve service levels.

• Conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees and controls any amendments necessary and initiates any actions required to maintain or improve service level.
• Act as co-ordination point for any temporary Changes to service levels required (i.e. extra support hours required by the Business, reduced Levels of Service over a period of maintenance required by the IT teams etc.).
• Plan, develop, stand up, support, and promote collaborative tools and techniques such as communities of practice to facilitate sharing of ideas and work among internal teams.
• Maintain a Service Knowledge Management System (SKMS) which provides controlled access to the required knowledge, information, and data.
• Evaluate and prioritize the risks and determine the organizational knowledge requirements and gaps.
• Assess the sustainability and review and modify the knowledge management process and framework.
• Formulate knowledge analysis based on evidence and identify main priorities (gaps, critical information, ways to communicate and transfer approaches).
• Control the development of the SKMS and try to make it user-friendly for customers & takes part in the knowledge sharing policy elaboration.

Requirements

• Bachelor’s degree of Computer Engineering, Computer science or its equivalent.
• Minimum 4-6 years of experience in Service Desk, Knowledge management, Quality and SL Management.
• Certifications in Microsoft technologies, ITIL or ITSM are desirable.

Skills:

• Ability to manage and lead team members.
• Exceptional customer service orientation.
• Good Command of English Language.
• Solid relationship management and performance management skills.
• Good Communication & Writing skills.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to interact successfully with all levels of the Business and IT teams.
• Good understanding of statistical and analytical principles and processes.