Location: Washington, DC
Requirements Manager (Service Level Management)
§ Service Level Management (SLM) is essential to IT Marketing and Product Management (IT M&PM) and IT in general. Major customer communication and relationship management efforts will be handled by this process showing the importance of having well thought out and implemented SLM.
§ The idea of managing service levels is derived from an understanding of what the service is and how it should be provided. Another aspect is to have a clear view of both sides of the story, customer and IT side. In each service provided by IT, there is a customer view, focused on how an IT service could help business functions to succeed as well as an IT view focused on how to provide and maintain the quality of service. At first glance there appears to be no conflict between the two views, but further investigation could reveal real dilemmas if IT and Business are not aligned.
§ The Customer is looking to add value to business by using IT to enable business functions, at the same time IT could be aiming to add value to the business by having the best technology possible.
§ SLM is the solution in helping to build a more effective relationship between IT and the business unit by providing what the customer wants and the way that they want it, which means providing value to the business of . Of course, a process by itself cannot change everything, but bringing both sides together and structuring their relationship, will be an excellent starting point. This decision was made by 's CIO and it was announced that IT M&PM will hold the responsibility to initiate the effort.
§ Keeping aware of changing business needs
§ Ensuring that the current and future service requirements of customers are identified, understood and documented in SLA documents
§ Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs
§ Negotiating and agreeing to OLAs and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service
§ Assisting with the production and maintenance of an accurate Service Portfolio, Service Catalogue, Application Portfolio and the corresponding maintenance procedures
§ Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
§ Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
§ Ensuring that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed
§ Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
§ Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
§ Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at Customer Advisory Board (CAB) meetings if appropriate
§ Identifying all key stakeholders and customers
§ Developing relationships and communication with stakeholders, customers and key users
§ Defining and understanding complaints and their recording, management, escalation, where necessary, and resolution
§ Definition recording and communication of all complaints
§ Measuring, recording, analyzing and improving customer satisfaction.
§ Technologies to be used for Availability and Performance Monitoring and Business Process Mapping: Share Point, Visio, Excel, PowerPoint
Soft Skills:
§ Program management
§ Negotiation
§ Analytical
§ Strong attention to detail
§ Good people relationship
§ Ability to understand and craft business processes and procedures
§ Understanding of accounting principles and financial analysis
§ Verbal communications
§ Written communications
§ Good understanding of business processes.
§ Good understanding of the Service Level Management process.
Degrees and Certifications Required
§ Bachelors Degree from an accredited college or university
§ ITIL Certifications; the higher the certification the better
§ Bachelors in Engineering from a top ranked University
§ Masters in Business Administration (MBA)
§ Project Management Professional (PMP) Certification
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Thanks & Regards,
Aмιt Sιиgh,
Metapro IT Solutions
10925 Antioch Rd # 101
Overland Park, KS 66210-2119
E-MAIL -- Amit@metaprousa.com,amit.metapro@gmail.com
DIRECT -- 816-600-1987 | ALT-- 913-538-5491
Web -- www.metaprousa.com
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