SLA Manager
Reference
Job Type Full-time
Job Status Sourcing
Date Posted Oct18,2014
Location Singapore
Duration
Company Information


Website: http://
Job Description

SLA Manager




Education / Experience:


· Degree in Computer Science / Engineering or equivalent



· 5 to 8 years working experience in related IT field, notably in IT Infrastructure projects design, implementation and maintenance support




Job Description:



· Own, define and implement processes and methodologies for:


· support and maintenance operations of turn-key IT projects, in accordance to SLA contracts


· service desk and help desk operations in accordance to SLA contracts


· proper project handover from implementation phase to maintenance phase


· Own and implement the IT tools used by service desk, help desk and support / maintenance delivery organisation


· Lead, supervise and co-ordinate the maintenance team during the handover of project from implementation phase to maintenance phase; to ensure proper handover


· Prepare submission and quotation for the support and maintenance portions of tenders issued by customers


· Regularly review the performance metrics of the support delivery to ensure that they are within the KPIs of the SLA contract


· Ensure quality of maintenance services are performed to the agreed SLA


· Build services relationships with customers


· Provide reports to an agreed schedule (or on request), including management and performance reports


· Attend client service review meetings, management meetings; areas covered will include incident management review, performance reports, service improvements, quality and processes



Skill sets:



· PMP, ITIL Certification or equivalent preferred


· Good leadership qualities and the ability to multitask is important to the role


· ITIL Service Delivery qualification is desirable


· Sound knowledge in IT Project Maintenance methodology


· Strong inter-personal and communication skills


· Effective customer handling skills


EA License NO: 07C5567


 


Interested send your updated resume at pmit@enggsol.net

How to Apply

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