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Head of Service Level Management
1 week ago
Work Location: BGC, Taguig
Work Arrangement: Permanent/Regular
Work Shift: Day Shift
Work Schedule: Onsite
Job Requirements:
- Bachelor's Degree in related field
- At least 10 years of experience in the same field
- At least 7 years of experience in IT Service Management
- Extensive understanding of cloud-native technologies and microservices-based architectures.
- Direct hands-on experience with Incident and Problem Management
- ITIL Foundation certification is a plus
- Six Sigma certification (Green Belt or higher; Black Belt preferred)
- Preferably with experience with Lean Methodology
Job Responsibilities:
- Deals with Service Level Management, Problem Management, and Chairing the Committee on Service Crisis Teams.
- Manage the completion and updates of service contracts with business leaders, documenting IT Service Management commitments on service operations quality.
- Develop the knowledge and skills of the SLM team through competency assessments, training, and on-the-job mentorship, ensuring strong horizontal competence in root cause analysis and vertical knowledge in the company services, architectures, and technologies.
- Manage actions and action tracking, including timely reports to higher management to ensure problems are resolved completely and promptly.
- Proactively manage service problems with a focus on preventing failures, driving swift and comprehensive corrective actions when necessary. The primary measure of success is the overall MTBF and Login MTBF.
- Develop strategic direction for the Crisis Teams.
- Guide Crisis Teams toward success.
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