Within multiple systems, domains and applications there are certain components that are shared. It is one of the key responsibilities of the service level manager to balance the often conflicting production needs and service levels.

WeBecome is an IT Consulting and Professional services company headquartered in Singapore. We are currently looking for “SERVICE LEVEL MANAGER” to join our Telecom client in QATAR, DOHA (Tax free country).

SERVICE LEVEL MANAGER – MIDDLE EAST

It is important to note the service level manager must help define and enforce the ‘go live’ / ‘go operational’ requirements/criteria.

In any critical situation it is important to that Vodafone has a point of escalation. Particularly given that a business service is made up of and delivered by many applications and system components which are not operationally integrated for very good reasons.

Within that the role responsibilities are to build and manage the post implementation relationship for the company’s Technology Services at a senior level, both reactively and proactively. Thereby enhancing the customer’s experience from the company and increasing loyalty and value to our business.

To ensure that the level of service provided to all internal and external customers meet performance requirements, by managing the relationships with suppliers of technology/service and internal Process Owners / Managers.

Essence of Role – Key Accountabilities:
* Operational accountability for live services, ensuring the continued delivery against agreed service levels, while maintaining awareness of all circumstances affecting owned services including Incidents, Problems, Changes, Service Maintenance Plans, Service Improvement Plans, and Service Risks.
* Ensure services are delivered to SLA/KPI requirements and documented standards and capability, by both managing OLA delivery, and monitoring SLA KPI trends in the face of continually evolving business and technology environments.
* Provide the organisation with the needed performance reporting on KPIs, SLAs on the service. Takes actions to correct deficits in SLA’s.
* Work proactively with key stakeholders and customers across the organization to develop and implement an efficient and responsive support service.
* Manage key Global/Supplier relationships and network proactively across the Group to understand developments in products and service delivery.
* Owning, managing and maintaining the internal Supplier relationships with the Technology Domain system / service owners for the performance of technology Domain services and systems under OLA which underpin the owned In-Service Technology Services.
* Provide “End to End Customer Support” capability to support the direct interaction with external customers seeking resolution to technical problems where applicable. Organise reporting of technical and functional aspects of customer delight
* Leads negotiations and review of OLAs with Domains for the supply of technology services and systems which underpin the owned Technology Services.
* Conduct performance reviews with Suppliers for the supply of technology services and systems which underpin the Technology Services.
* Negotiate OLAs with Process Owners / Managers for the supply of Technology processes which underpin the owned Services.
* Conduct performance reviews with Process Owners / Managers for the supply of processes which underpin the owned Services.
* Periodically review process elements of OLAs for continued suitability for underpinning Customer SLAs.
* Work with Technology Delivery managers where required to ensure a seamless experience for the Customer.
* Provide the interface to the Customer during periods of intense activity e.g. during Major Incidents, escalating actual or potential SLA or OLA breaches.
* Provide primary point of contact for continuous failure of, or threat to, service levels or any major service problems that are not being satisfactorily handled by the BAU process.
* Input to and sponsorship of SIP content for execution by Service Improvement Managers.
* Provide Service Owner Approval for all changes affecting owned Services.

Minimum Criteria (e.g. technical competence, years of experience):
* Strong technical understanding of a specific set of Telecom services and their importance to the customer
* 3 – 5 years Service Management experience
* 3 – 5 years Telecoms Industry experience
* 5 years – Attains and maintains strong relationships with internal and external customers and suppliers. Furthermore, the ability to influence and negotiate with all customers.

Person Specification:
Technical / Professional Expertise:
* Educated to degree level (or with equivalent professional experience), or relevant further qualification an advantage.
* Proven desire for personal and career development strongly encouraged.
* Capability to operate in a changing environment and to drive significant changes into the organisation.
* Confidence to work with and provide appropriate challenge to senior individuals across different parts of the organisation.
* At least 3 years Service Management experience and Knowledge of ITIL and eTOM processes.
* Strong communication and decision making skills – ability to balance conflicting interests
* Ability to lead virtual teams
* Proactive individuals with a flexible and adaptable approach to their work and a proven track record demonstrating that they’re – Team player, strong influence and relationship management skills, and customer centric.

Interested candidates, send your Updated CV to vinod@webecome.com mentioning the following details:
1. Current Salary:
2. Expected Salary:
3. Availability:
4. Nationality:
5. Reason for change:
6. Photo in CV (Y/N):
7. Service Management / ITIL experience: