A relevant BS degree preferred. As an alternative, candidates with previous experience in IT may also qualify. The quality of the experience as demonstrated by achievement may compensate for lack of formal education.
Generally two years of satisfactory work experience in related area and approximately 10 “14 years of job experience to date, which includes exposure to relevant commercial, administrative, or industrial work environments. Experience must have included a position of responsibility that provided insight into service delivery from both a user and provider viewpoint.
Demonstrates a good understanding of the organization's policy framework, technical environment, management structures, and procedures for service delivery.
Demonstrates ability in the responsible management of service delivery and excellent communication and negotiation skills.
Manages teams of staff to deliver the quantity and quality of services delivered according to written level of service agreements between users and suppliers for a defined organizational unit.
Defines the mapping of services to users to establish the structure of service level agreements for the organization, ensures that a catalogue of all available services is created and maintained .
Determines service level requirements for each area subject to an agreement using specialist planners and experts where necessary.
For each service level agreement: negotiates cost-effective service levels such as quantity (hours, times, throughput, consumable) and quality (availability, reliability, performance, capacity for growth, user support, contingency, security) and obtains signatures to the service level agreements.
Monitors service levels achieved, ensures records are maintained and analyzed , initiates actions, and issues reports on achievement to users, providers, and management.
Periodically reviews all service level agreements to ensure continued meeting of targets in a cost-effective manner and to balance overall user requirements with current and planned services.
When service is provided by external suppliers: negotiates contracts to provide service levels required, establishes problem resolution procedures and defines the consequences of non-compliance.
Provide level of service management
Management of level of service agreements
Tracking of LOS
Execution of LOS
Reporting of LOS
Conduct service level reviews
Conduct customer satisfaction survey
Maintain a service improvement plan
Maintain a service publication
Provides cost management
Maintain chargeback model
Ensure new transfer agreements are in place
Renew yearly transfer agreements
Ensure revenue is received from customers
Cost reporting to customer and management
Assist customer on procurement of hardware
Verify hardware compatibility with current environment
Procure necessary equipment for data center operations
Design and oversee the implementation of security measures on network devices to protect data center systems from unauthorized access
Perform ongoing security audits to ensure that data center security is maintained at proper levels
Monitor security-related information sources for timely warnings of possible security holes
Respond to any suspected security-related problem
Disaster recovery planning
Computer room space planning
Ensure adequate power, light, and air conditioning
Manages own time effectively to respond to user requests in a timely fashion and provide users with agreed levels of service.
Demonstrates excellent oral and written communication skills with users/customers, colleagues, and immediate management.
Maintains knowledge of all relevant aspects of IS and expands areas of specialty knowledge (e.g., quality management, availability management, capacity planning, contingency planning, facilities management).
Seeks knowledge of all software and hardware products and services that may affect future strategy or policies.
Obtains management and financial training in order to establish a good understanding of the context within which investment recommendations are made.
Increases knowledge of IT and its uses within the organization.
Increases professional knowledge and awareness by reading and participating in technical activities outside of immediate employment.
Successfully completes trial experiences that involve those skills of higher competency required at the next level of advancement.