Specialist - IT Service Level Management

at  G42

Overview:
The individual will be responsible for establishing and maintaining efficient service level processes that support the organization’s strategic goals and objectives. The Service Level Management Specialist will also be responsible for defining and monitoring service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to measure and track service performance and ensuring the SLAs and OLAs are met. This role involves monitoring and reporting on service performance, working with stakeholders to define service requirements, and driving improvements in service delivery.
Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.

Responsibilities:

• Define and establish SLAs, OLA (Operational Level Agreements), and KPIs to measure and monitor service performance with external and internal stakeholders.
• Conduct regular service reviews and performance assessments to identify areas for enhancement.
• Ensure appropriate workflows and metrics (KPIs and SLA’s) are instrumented in tools and system to effectively measure adherence and improvement opportunities.
• Create a comprehensive set of performance metrics that evaluate the effectiveness of IT processes and services, utilising the ITSM tool’s performance analytics capabilities.
• Ensures that the customer’s current and future Service requirements are identified, understood and agreed levels are documented in SLA between Group IT and Business Unit.
• Ensures that service performance reviews are scheduled, carried out with the business units regularly and documented and agreed actions are noted and tracked to closure.
• Partakes in discussions with IT Business Partners to negotiates and agrees on the levels of Service to be delivered
• Ensure external parties or vendors providing a service to IT to have appropriate back to back alignment with SLA’s signed with business units.
• To ensure positive customer experience and CSAT through increased First Call Resolution and minimum rejected resolutions or Reopen Cases
• Promote process excellence by researching best practices in the industry and investigating new functionalities within the ITSM tool to improve, automate, and optimise processes.

ALSO, GOOD TO HAVE SKILLS:

• One or more of following industry certifications are beneficial: ITIL Expert, ITIL Service Level Management, ServiceNow, Scrum, ITSM, DevOps, Prince2, Six Sigma.

• Define and establish SLAs, OLA (Operational Level Agreements), and KPIs to measure and monitor service performance with external and internal stakeholders.
• Conduct regular service reviews and performance assessments to identify areas for enhancement.
• Ensure appropriate workflows and metrics (KPIs and SLA’s) are instrumented in tools and system to effectively measure adherence and improvement opportunities.
• Create a comprehensive set of performance metrics that evaluate the effectiveness of IT processes and services, utilising the ITSM tool’s performance analytics capabilities.
• Ensures that the customer’s current and future Service requirements are identified, understood and agreed levels are documented in SLA between Group IT and Business Unit.
• Ensures that service performance reviews are scheduled, carried out with the business units regularly and documented and agreed actions are noted and tracked to closure.
• Partakes in discussions with IT Business Partners to negotiates and agrees on the levels of Service to be delivered
• Ensure external parties or vendors providing a service to IT to have appropriate back to back alignment with SLA’s signed with business units.
• To ensure positive customer experience and CSAT through increased First Call Resolution and minimum rejected resolutions or Reopen Cases
• Promote process excellence by researching best practices in the industry and investigating new functionalities within the ITSM tool to improve, automate, and optimise processes