Service Level AnalystIntroductionIf providing a sound basis for delivering IT services and providing guidance on working with customers and users to manage their expectations, perceptions, and satisfaction with IT services, you are suitable for this position.
As new services arise within the business, there is a need to contract with various vendors in order to structure customer service offering.
The roles responsibility, together with Supply Chain Management, is to engage with the preferred vendor to negotiate contract terms.
Once terms have been agreed, there is a responsibility to draft a contract between the parties which detail agreed terms and conditions, Service Levels as well as the actual service to be delivered by the vendor.
This dynamic environment offers continuous self-growth and the opportunity to learn from industry experts.DescriptionNegotiation, drafting and overall management of all Supplier relationships within the Business : Enterprise Technology spaceDocumenting Service Level Management processes and ultimately managing these process.
Draw up and engage with the Business, Suppliers and 3rd parties including multinational partners, for contracts of engagement and Service delivery and support.
Negotiate and implementing specific Service Level Agreements with suppliers and Operational Level Agreements with the business units.
Documenting and management of Change Management or Change Control procedures within the Business.Proactively providing the optimal capacity to meet user demand on agreed service level provisions for all the Business productized services.
Reviewing and updating SLA's and OLA's based on changes in business scenarios, infrastructure, quality characteristics and other sections of the service obligations to the End Customer.
Continuously monitoring and reviewing the actual SLA and OLA levels in the organization. Initiating and managing service improvement processes or driving supplier process adherence and improvement.
Create and distribute SLA and OLA reports to stake holders.Ensure that business methodology is aligned to accepted best practice and industry standards.
Continuous refinement of the business standards based on feedback from the user community, results of audits, QA finding and feedback from forums.
Ensure the usability and availability of contract templates through automated means if possible.The following are the minimum requirements : An appropriate tertiary qualification (legal / Supply Chain Management)2-
3 years' experience in Supply chain management or experience in drafting and development of Vendor Agreements experience in a Telecommunication environment would be an advantage.
Knowledge / Technical Skills / Expertise / Behavior : Vendor AgreementsSupply Chain ManagementStrong Analytical SkillsAble to work independently