Service Level Management

2 weeks ago


Makati City, National Capital Region, Philippines Manpower Core Group Inc. Full time
Achieving SLAs and minimizing SLA breaches.

  • Monitori service level agreements ensuring SLA are met
  • Escalates potential service level breaches and recommends solutions to ensure SLAs are met
  • Monitors and reports to client and management on operational service level
  • Ensures operational level agreements (OLA) between teams are met as a result affecting total service level agreement
  • Manages and drives client-facing activities and processes including, release planning, user- acceptance testing and user training / documentation.

Qualifications:

  • Graduate of Information Technology, Engineering, or equivalent.
  • At least 8 years of experience working in IT service management, or a similar role.
  • Expertise in certain ITIL areas ie. Incident Management, Change Management and Problem Management.
  • ITIL certification is a must (ITIL v3 at a minimum)
  • Strong problem solving, analytical, and time management skills.
  • Ability to analyze high volume of technical data and work in a fast-paced environment.
  • A strong sense of business ownership and customer focus
  • Excellent communication skills.

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