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Performance / Service Level Management Specialist

Remote: 
Full Remote
Contract: 
Experience: 
Expert & Leadership (>10 years)
Work from: 

Offer summary

Qualifications:

10 years experience in service level management, Expertise in data analysis and reporting, Strong interpersonal and project management skills, Proficient in Microsoft Office products, Postgraduate/Graduate degree preferred.

Key responsabilities:

  • Gather and validate service requirements
  • Monitor and report on SLA performance
  • Conduct gap analysis and recommend improvements
  • Manage vendor relationships and contracts
  • Prepare regular reports for senior management
ISG (Information Services Group) logo
ISG (Information Services Group) Information Technology & Services Large https://www.isg-one.com/
1001 - 5000 Employees
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Job description

Description

Performance / Service Level Management Specialist 
Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that’s connected – connected by freedom.
Position Overview 
We are currently seeking Performance / Service Level Management Specialist responsible for gathering service requirements, as well as monitoring, validating, and reporting with regards to Service Levels Agreement and makes sure that all Outsourced Vendor management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. This is an excellent opportunity for a self-motivated and professional individual to work within a varied and challenging role, with a leading global technology research and advisory organization.  The role provides potential career growth and opportunities. 
Responsibilities 
  • Understand IT, BPO Outsourced contracts and setup Service level metrics in Managed Service platform
  • Validate the monthly SLAs submitted by suppliers. Develop and implement validation processes based on contract algorithms to ensure that all service performance data and metrics are accurate and reliable
  • Validate service delivery against agreed SLAs and identify any discrepancies
  • Organize periodic review sessions with stakeholders (suppliers and clients) to discuss exceptions, address any discrepancies and bridge any gaps
  • Perform deep dive analysis and provide inferences for service improvement
  • Implement corrective actions based on validation outcomes to ensure compliance and improve service delivery
  • Regularly gather feedback from client stakeholders on service delivery effectiveness and compare it with SLA performance
  • Perform Gap analysis, verify Exception & RCAs and follow disputes resolution process
  • Driving SLA Operations focused with Contractual agreement, as per agreed KPI/ SLA / OLA
  • Analyze Service Level data to provide key insights
  • Align with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency
  • Provide recommendation to improve Supplier service performance by introducing business relevant Service levels
  • Write User stories to customize the Service level workflow on ISG tool based on client requirements
  • Implement Continual improvement of the reporting & approval process
  • Evaluate and measure gaps between supplier monthly performance report and ISG validation against performance raw data with business rules.  Be able to explain your findings to both the client and Suppliers. 
  • Establish and execute monthly validation of performance management including review of raw data to support calculations and publishing MBR reports/QBR Reports
  • Deliver efficient and accurate performance results from available measurement tools 
  • Collaborate with IT leadership, stakeholders, and business to understand service requirements, prioritize initiatives, and align ITSM activities with business objectives 
  • Lead the implementation and optimization of ITSM tool (e.g., ServiceNow) to automate workflows, streamline processes, and enhance the end-user experience 
  • Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations 
  • Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives 
  • Responsible for contribution in the development of Governance Services IP 
Required Skillset 
  • 10 years’ experience in Service level management and MIS reporting
  • Strong skill in read and analyze raw data, data cleansing, data mining, data mapping, data visualization
  • Strong interpersonal skills with the ability to build and manage business relationships
  • Strong project management and organizational skills
  • Strong written and verbal communication skills and a meticulous attention to detail
  • Industry competitive capabilities, customer trends, and economic environment
  • Excellent time management
  • Ability to prioritize tasks based on urgency as well as importance
  • Ability to work both autonomously and in a team-based environment
  • The willingness to learn with initiative and take on new responsibilities
  • Proficient knowledge of Microsoft products – Word, Excel, Power Point and Outlook
  • This position is open to candidates who are legally authorized to work in the United States without the need for ISG sponsorship
 Preferred Skillset
  • Candidates who have been part of Ticket handling, (Incident, Problem, Request & Change, Service Levels review, reporting metric, etc.)
  • Good understanding of Incidents and Service Requests throughout the lifecycle.
  • Reporting Experience - Creating SLA reports & (Designing dashboards, Analyzing data and drill down details etc.)
  • Certified in ITIL
  • Knowledge on ServiceNow or any ticketing tools and reporting
  • Preferred experience in understanding IT contracts, particularly performance metrics (i.e., Service Level Agreement, etc.) 
  • Experience in a service provider organization preferred
Education
  • Postgraduate / Graduate in any degree
At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.
The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.
 
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Required profile

Experience

Level of experience: Expert & Leadership (>10 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Learning Agility
  • Social Skills
  • Teamwork
  • Detail Oriented
  • Microsoft Word
  • Non-Verbal Communication
  • Microsoft Excel
  • Microsoft PowerPoint
  • Time Management
  • Organizational Skills
  • Problem Reporting
  • Microsoft Outlook

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