Sigma Qualitas is a network of seasoned and experienced consultants, with several years work experience in large multinational organizations and the public sector, who have come together for the purpose of providing consultancy expertise and training to clients across various industries.
We have developed over time, services and solutions built around a strategy that is guaranteed to consistently deliver EXCELLENT SERVICE. Our focus, are organizations and individuals who wish to shift their thinking and focus away from technology driven solutions solely, towards care and service.
Sigma Qualitas is recruiting for the position below: SLA Management
Core Job Functions / Responsibility:
A specialist – IT Service Level Management is accountable to the for the management of performance against the contracted and agreed service levels.
Ensure delivery & SLA adherence from Organizations managed services team for IT operations
Ensures that the current and future service level requirements (of customers are identified, understood and documented in SLA and SLR documents.
Ensures that service reports are produced for each service and that breaches of SLA targets are highlighted investigated and agreed actions progressed.
Leads the service level management process and drives its efficiency and effect Ensures that the current and future service level requirements of customers are identified, understood and documented in SLA and SLR documents.
Is accountable to obtain the information that correctly drives a true understanding of the Service Level performance of the Suppliers.
Measures and reports on process performance, the effect of process improvements and fine tunes as required.
Ensures service scope, SLAs, OLAs and other agreements are reviewed on a regular basis
Ensures that the Process is properly integrated with other relevant ITSM processes
Participate in cross functional meetings with key stakeholders involved in the development and deployment of services in order to define best solutions for existing , as well as new products and services.
Conduct analysis of performance reports and patterns to evaluate real time capacity and propose capacity enhancements , as & when required
Should be able to analyse reports & summarise conclusions in pro-active manner
Job Requirements and Skills
Graduate Qualifications: A good university degree in Computer Science or related degree from a reputable university REQUIRED.
Post Graduate Qualifications: Post Graduate Degree Technology OR MBA would be of ADVANTAGE
Experience: 5- 7 years post-NYSC and experience in IT production environment, NYSC is ESSENTIAL.
Certifications and Training Requirements: Possession of one or more globally recognized certifications in related Information Technology. Microsoft, CISCO, HP, Oracle Certified Professional or Equivalent, ITIL is of ADVANTAGE.
Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
A minimum of 5 years IT support/ Supervisory experience.
+5 years’ experience in the GSM/Telecoms/Services sector
Knowledge in Quantitative analysis
Knowledge of electronic data management
Knowledge of HR Management
Technical Authoring, Knowledge of ISO, ITIL, COBIT Good Customer Relationship Skills
Good Communication and Interpersonal Skills
Influencing and Negotiation skills
Presentation/Facilitation skills, Leadership and People Management Behaviour skills
Passion for Excellence, Integrity, Empowering people and Growing people skills
Team work and Customer Focus
Problem Solving, Passion for Excellence, Integrity and Empowering people
Growing people, Team work and Customer Focus
Interested candidates should send CV to: firstname.lastname@example.org
Required with your submitted CV are the following; your current earning information and your DOB. Your contact details should contain active phone numbers and email addresses. Kindly note that we need the subject matter of your response to contain the Job Title you are interested in, the file type must be PDF or DOCX, the preference being word documents, any response that contains a file name such as “My CV or My Resume” cannot be treated.
Please note short listing is based on the requirements in the given job descriptions above such as; qualifications required, years of experience, technology and industry exposure. All candidates for the position MUST have SLA MANAGEMENT work experience.