Service Level Manager

Service Level Manager

Vacancy expired!

Job Description

The Opportunity

The Service Level Manager ensures end-to-end visibility of the services underpinning our client’s requirements. To achieve this, the Service Level Manager will:

• Define and establish services levels
• Construct the means to capture and measure performance against the service levels
• Report and analyse results, trends, and financials
• Drive initiatives to improve service level results
• Collaborate with clients to ensure the Service Level Management experience is delivering the required outcomes

Duties - What you’ll be doing

• Define the required service levels best suited to meet client contracts and other requirements
• Implement defined service levels across the service delivery towers and their supporting performance tools
• Define and implement the means to capture, calculate, analyse, store, share, review and audit the performance data
• Administer service level related financials such as service level credit allocation and earn-back achievements
• Define and implement internal and client based service performance review and ‘getting back to green’ improvement forums
• Develop Service Level Management process and procedure documents
• Continually improve the Service Level Management experience
• Support projects requiring the addition of new service levels or the collection and integration of new service level data
• Regular face to face client meetings
• Provide support to your Service Level Management peers when required such as backfilling other client contracts due to annual leave, increased workload etc.

Qualifications

Attributes – About you

You are methodical and you demonstrate exquisite attention to detail in your approach to solving problems and delivering work products.

You will always do the right thing, not necessarily the easy thing. You take accountability for outcomes, and you are generous in your actions and outputs. You tackle problems with independent and critical thought and you never stop caring about the work products you create. If you build it, you help support it. If you break it you help fix it.

You work well in an environment where you can be proactive and pick up and work on whatever tasks need to be completed to fulfil the goals of the team and the projects to which you are assigned. You are self-directed and don’t tend to wait for management direction if you can see what needs to be done. You take end-to-end ownership of an outcome and follow up with everyone who needs to be involved in creating that outcome.

Finally, you are on board with our team’s core tenets for building and operating ICT Services. Everything you build and touch should be secure, consistent, repeatable, and scalable.

Skills and Qualifications

• Minimum 2years’ experience in a Service Level Manager or Service Delivery Management role
• Solid understanding of ITIL processes and how Service Level Management integrates with other ITIL Processes
• Good presentation, engagement, and communication skills (written & verbal)
• Customer focused, demonstrating empathy with others, good listening and questioning skills
• ITIL V3 / V4 foundations
• Proficiency in data manipulation and analysis within Microsoft Excel (or similar)
• Solid documentation skills
• Detail-oriented and accurate
• Ability to work well with others, contribute to team values and rapport-building across the organisation
• Effective prioritisation skills with the ability to execute tasks in a high-pressure environment
• Ability to work flexible schedules and travel interstate

This role requires the successful applicant to be an Australian Citizen and hold, or be able to obtain an NV-1 security clearance

Additional Information

What you’ll love

At Leidos you’ll enjoy 12 weeks’ paid parental leave as a primary carer, flexible work practices, discounted health insurance, novated leasing and more. Foster your career through complete access

to learning and development and mentoring opportunities, we have a strong track record of internal promotion and career transitions. Join a company who acknowledges “People First”.