Senior Service Level Specialist

Purpose of the Job

The purpose of the Service Level Specialist role is to engage business stakeholders to understand service requirements and expectations and then to develop, negotiate and manage Service Level Agreements with third-party vendors as well as internal teams. Implement proactive monitoring tools to generate reports on breached SLAs and lead service review meetings to highlight any gaps and enforce corrective actions are taken. Through analysing data, identify opportunities for service improvement and develop action plans. The role works very closely with all support teams governed by SLAs. Through routine checks, reports and stakeholder engagement, the Service Level Manager continually looks at effective ways of improving service delivery.

Job Objectives

Service Excellence Together with the Service Support team and other stakeholders, design, define, develop and deliver Service Level measurement frameworks and metrics that enable accurate performance assessments that quantify customer satisfaction and support the identification of areas for remedial action or improvement. Define and build vendor use cases Identify and implement AI and Automation opportunities (Continual Improvement attitude) Define and manage Business and 3rd Level OLA's Stakeholder Management Lead quarterly meetings with our customers to understand needs, expectations and new requirements. Through reporting and presentations, provide performance stats and trend analyses to the customer. Through continual stakeholder collaboration highlight gaps and identify performance improvement solutions. Through vendor and internal support team engagement agree and define SLA requirements. Lead regular meetings with vendors and internal support teams to ensure SLA measurements are met. Take corrective action when SLAs are missed. Reporting Design and define SLA reporting of all teams. Ensure reporting dashboards are active and online. Analyse data and generate trending data for stakeholder decision making Define and report on: - Availability (up time) - Mean Time to Respond - Mean Time to Repair Define and implement customer service feedback surveys. Trending and Analysis (Display success of changes). Collaboration Identify connections between various areas and leverage functional capabilities to inform and improve service delivery in the Service Desk to our customers. Together with Service Desk teams and other business stakeholders, create strategies to improve and support KPI’s - establish shared goals and standards to mobilise shared strategies and solutions that benefit our customers. Work closely with the Service Management Centre to understand data and quality needs and support with implementing these - managing change through specific communication and/or content to explain changes, their value and functionality. Host calibration sessions to drive consistency across all Customer Services teams.

Qualifications

• Matric / Grade 12 certification – (essential).
• A+ or N+ Certification or National Certificate in IT (Customer Support: Level 5) or similar –(essential).
• Service Desk Analyst certification or similar – (essential).
• ITIL Foundation certification (or higher) – (essential).

Experience

• +4 years' experience in a Service desk environment or similar with sound knowledge of IT 1st line support service standards and principles, including experience resolving complex IT incidents and potential to lead a service desk support team – (essential).
• Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and Microsoft applications - (essential).
• Experience in a Retail / Wholesale / Financial Services industry – (essential).

Knowledge and Skills

• Sound understanding of Incident, Knowledge, and Problem Management procedures and tools - (essential).
• Working knowledge of MS Office Suite - (essential).