IT Service Level Manager
7 days left
- Full Time
The Service Level Manager serves in a critical and important capacity to facilitate customer satisfaction and program success. The Service Level Manager is responsible for the following:
- Oversees and manages IT service management processes to ensure that all services/products are delivered according to the negotiated and agreed targets. Monitors and reports on service/operational levels and performs regular customer/service providers/vendor reviews. Collaborates with the Federal Department’s point of contacts to ensure client satisfaction Reviews status of overall service/operational level achievement; manages schedules and prepares routine status reports.Prepares, analyzes, maintains and presents program deliverables pertaining to performance metrics including associated incentives and disincentives. Gathers relevant information required for accurately assessing service/operational level performanceAssesses performance issues, performs root cause analyses, and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.Develops mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and clients.Guides and recommends process improvement ideas/suggestions to program leadership to facilitate continuous program performance excellence.Working knowledge and understanding of performance incentive/disincentive managementMaintains current knowledge of relevant technologies and subject areas.Participates in special projects as required.