| | Job Id: 45800898 | Service Level Director for P&P (People & Places) | Salary: unspecified | Location: Bristol, Avon | Job Reference: Totaljobs/GLO010U | Job type: Permanent jobs | Date posted: 24/11/2009 18:02 |
Service Level Director for P&P (People & Places)
"Overall oversight and responsibility for the service - one point of contact".
Service level Director is responsible for ensuring the service meets consumer and business requirements at all times, spanning the entire service lifecycle. This role is the key interface between Delivery functions, service R&D and the business, and negotiates, agrees, and documents service level targets.
You are also responsible for monitoring and reporting on services delivered including customer satisfaction, business relationship management, and proactive improvement of the levels of service delivered. Key function is maintaining visibility for the whole portfolio of services/activities and their related overall state, SLA and costs towards that particular business owner. Ideally works in proximity of the particular business owner (or R&D owner), understands the related business model(s) and ecosystem. Capable to facilitate business cases and strategy definition and implementation.
Main responsibility areas:
·The main purpose of the role is to ensure that an agreed level of Service is for all current services and that future services are delivered to the agreed achievable targets and that proactive measures are also taken to seek and implement improvements to the level of service delivered.
·You are responsible for ensuring that the SLAs agreed are met and ensures that all the Service Management Processes, Operational Level Agreements and Underpinning contracts are appropriate for the agreed service levels.
·Taking full responsibility for the interface between the Service business and development teams, and the Service Delivery operations.
·Ensuring deep engagement with the service design, Product and business management teams to ensure that all aspects of the service delivery operations are integrated and represented in the management of the service.
·Ensuring that all needs from the service are planned, agreed and delivered from the service delivery operations.
·Acting as the voice of the customer and drive continuous improvement of the service with the relevant teams.
·Creating and maintaining a Catalogue of Services.
·Establishing a Service Review process and ensuring that regular stakeholder/customer reviews are being held.
·Negotiating, getting buy-in for, designing, and maintaining SLAs with internal customers & OLAs with own SD & other support teams.
·Working with the Change Managers to understand the SLM requirements for proposed new services and changes.
·Giving guidance on and ensures that the Service Levels are monitored and reported on regular basis.
You will have
·Experience of leading and growing Service Level Management operations for global services.
·Highly knowledgeable on latest service management methods (ITIL) and technical trends (ITILv3 certified or equivalent knowledge and expertise.)
·Execution focus and experience for major transformation projects - technology, process, organisation.
·Strong management and leadership skills, Sharing goals: interacting and presenting & leading and deciding - including of course being competent in the leadership domains of Gaining support and Delivering Success. Specifically: - Being a very competent communicator and - Demonstrated results in achieving highly efficient, quality, secure services. Strong consumer and customer mindset. Can develop relevant and creative solutions to meet current and evolving business needs.
·Command of content and purpose of several service operations functions. Demonstrated skills in Planner, Coordinator, Monitor, Negotiator, Communicator, Administrator, Analyzer, Tactician, Statistician, Listener, Director, Technical Expert, Customer Service Expert.
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