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