Job summary:Title: SLA Manager - Hybrid Location: Raleigh, NC, United States Length and terms: Long term - W2 or C2C Position created on 11/18/2024 03:51 pm Job description:Interview Type: Webcam Interview Very long term project initial PO for 1 year, expect to go for 4+ years Hybrid Short Description:The SLA Manager will oversee the delivery of all SLAs for information technology services across the organization. Service Level ManagerWe are seeking an experienced Service Level Manager to join our team. The ideal candidate will have a strong background in writing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), creating company wide policies, and improving performance metrics. This role is essential for ensuring that our service delivery meets agreed upon standards and drives continuous improvement.The SLA Manager will oversee the delivery of all SLAs for information technology services across the organization. This includes developing, managing, and administering service management best practices. Additionally, the SLA Manager will facilitate communication between the IT department and its clients to define and maintain the SLAs required for each business unit.Key Responsibilities:
In collaboration with business leaders, senior management, and stakeholders, plan and establish SLAs that support business goals for the entire IT services portfolio throughout the enterprise.
SLA/OLA Development Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability.
Policy Creation Develop and implement policies to ensure DIT and other State agencies adherence to service standards and regulatory requirements.
Process Improvement Identify and implement process improvements to enhance performance metrics and overall service delivery.
Performance Monitoring Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement.
Stakeholder Collaboration Work closely with internal and external stakeholders to ensure alignment on service expectations and performance.
Documentation Maintain detailed documentation of SLAs, OLAs, policies, and process improvements.
Training and Guidance Provide training and guidance to team members on SLA/OLA management and policy adherence.
Continuous Improvement Stay up todate with industry best practices and continuously seek opportunities to improve service levels.Qualifications:
Bachelors degree in Business Administration, Information Technology, or a related field.
Proven experience in writing SLAs and OLAs.
Experience in creating and implementing companywide policies to improve service excellence.
Strong background in process improvement and performance metric enhancement.
Excellent problemsolving and analytical skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Certification in ITIL or similar is a plus
Required Skills:
Experience planning and establishing SLAs that support business goals for the entire IT services portfolio throughout the enterprise. 4 Years
Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability. 4 Years
Identify and implement process improvements to enhance performance metrics and overall service delivery. 4 Years
Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement. 4 Years
Maintain detailed documentation of SLAs, OLAs, policies, and process improvements. 4 Years
Provide training and guidance to team members on SLA/OLA management and policy adherence. 4 Years
Contact the recruiter working on this position:
The recruiter working on this position is MANOJ Kumar Akkapelly(Raghu Team)His/her contact number is His/her contact email is manojk@msysinc.com Our recruiters will be more than happy to help you to get this contract.
