Assistant in Service Level and Customer Relationship Management

at  Vector Synergy

SKILLS, KNOWLEDGE, EXPERIENCE REQUIRED:

• Higher vocational training in a relevant discipline with 1 years post-related experience;
• Or a secondary educational qualification with 3 years post-related experience;
• Experience in different type of service level agreements with at least 3 years’ experience in Service Level Management including Service Level Agreements review.

• Customer and Service Relationship Management support:
• Supporting the review and negotiation of Service Level Agreements, contributing to the translation of Customers’ business requirements into IT requirements and meet the ESOC Service capacity;
• Supporting in cooperation to deliver live assistance and boost Customers’ engagement;
• Supporting the development of NCI Agency Customers’ business and operational requirements understanding to better tailor the ESOC Service support in IT Operations;
• Supporting Service Level and Customer Relationship Management knowledge-sharing across the ESOC Units;
• Supporting Service Catalogue Management by assisting in the yearly development / update of ESOC Service Description;
• Service Performance and Reporting support:
• Participating and supporting during the monthly and quarterly service level reports meetings;
• Supporting in Review the service performance reports, identifying ESOC Service performance shortfalls, and support on reporting the results to ESOC Units recommending adjustments as necessary;
• Business Improvement and Internal Organization:
• Supporting and Contributing to general business improvement initiatives within the ESOC;
• Supporting and Participating in the internal organization of the Section by keeping track of assigned tasks and timelines.