Service Level Manager Resume Samples

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A Stanton

Aida

Stanton

51292 Brakus Points

Phoenix

+1 (555) 987 4078

51292 Brakus Points

Phoenix

Phone

p +1 (555) 987 4078

Experience Experience

Boston, MA

Service Level Manager

Boston, MA

Koss-Okuneva

Boston, MA

Service Level Manager

Establish and maintain relationship with Business stakeholders, IT providers and Performance Management,
Primary point of contact between client management and GSC management; collaborating with Business Relationship Manager, Program Manager, etc
Provide expert leadership for at least one major operating system, telecommunications product or network system management product(s)
Co-ordinate the allocation of workload to Service Level Management SMEs in conjunction with the team manager
An appetite to work hard and make improvements for BCS and GTIS
Assists the Service Level Management Global Process Owner in identifying and planning for ITIL process improvement projects
Engage in QA of service level management components of bids and consult on development of QA with regards to service level management

Boston, MA

Service Level Manager With German

Boston, MA

Douglas-Veum

Boston, MA

Service Level Manager With German

Evaluate performance against SLA
Formulate Service Improvement Plan
Education: ITIL Foundations (good to have)
Identify potential and actual Service Braches
Conduct Service Review
Plan Service Review
Demonstrating pro-active communications while maintaining and enhancing relationships with IBM, external and internal counterparts

present

Detroit, MI

Service Level Manager With French

Detroit, MI

Schuppe Inc

present

Detroit, MI

Service Level Manager With French

present

Assist the service delivery manager in identifying and planning for ITIL process improvement projects (SIP –SMR)
Assist the service delivery manager in driving cost optimization for the process through capacity process
Assist the service delivery manager in driving cross-account process standardization
Define and document the global standard KPIs, reporting and key controls for the service level management process
Being an owner of the standard service level management process documentation
Work with tooling services department to optimize service level management process efficiency and automation
High sense of responsibility

Education Education

Bachelor’s Degree in Computer Science

Pepperdine University

Bachelor’s Degree in Computer Science

Skills Skills

Excellent problem solving and analytical skills and able to transfer skills and knowledge to other team members
Ability to effectively plan realistic and achievable short term and long term activities
Strong character and able to influence others
Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe
Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications
Proficient knowledge of Barclays processes and general organisation structure
Ability to develop and direct various projects through completion Knowledge
Ability to rapidly assimilate technical knowledge
Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills
Ability to manage a diverse workforce Other

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15 Service Level Manager resume templates

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Service Level Manager Resume Examples & Samples

Obsessive focus on the overall quality of the customer experience and management of customer expectations. Establishes and maintains customer confidence and trust in GMTI’s ability to deliver, technical capability and knowledge
Manages and is responsible for written and verbal support communication to customers on many operational topics including service issues, software updates, maintenance actions, post-mortems, best practices, and others
Coordinates with company managers on customer service standards, workflow, and policies and procedures for service delivery predictability and quality
Coordinates service requirements with other departments as necessary to fulfill customer needs
On-call 24x7 to write, send, and approve maintenance and other notifications in compliance with the GMTI Communications Plan
Manages and is responsible for written and verbal communication to customers including updates, post-mortems, best practices, and other operational notices
Oversees event management processes to ensure quality and consistency. Conducts training and one-on-one coaching sessions for department staff related to event management and communications
Assists with the execution of GMTI’s Emergency Preparedness plan for business continuity including coordination of logistics for Away teams
Must thrive in a 24x7 environment and be available as needed. Position sometimes requires long hours and weekend hours to ensure successful service delivery and issue resolution
Strong interpersonal and communications skills; professional e-mail and telephone conduct, ability to adjust language or terminology to the characteristics and needs of the audience. Able to effectively communicate with both technical and non-technical staff
Ability to effectively present information, in person or in writing, in one-on-one and group situations to customers, staff members, managers, and other employees

DSI Service Level Manager Resume Examples & Samples

Accountable for Service Management and support for the portfolio of applications
This role will plan & organise the take-on of new services & ensure quality of existing services for all BIIS-led initiatives – working closely with all Stakeholders in BIIS & other areas of RBB
Responsible for service delivery, workload and performance management of the team
Manage client expectations and demands proactively while maintaining good client relationships, working closely with the Head of Service Management and support to ensure effective operational support
Utilise the Barclays defined best practices, standards and tools in service management and support
Train and develop staff to ensure full development of their potential
To establish strong relationships across the organisation and suppliers in order to effectively maintain services and work in a fully collaborative way
To leverage the use of agreed supply chain resources, ensuring that all third party resources are integrated into the Barclays application support team, with an agreed communication and reporting line
Be a role model for staff through good leadership, clarity of vision and effective decision making
Accountable for high availability and performance of applications in BIIS
Accountable for applications, support model and BCM compliance
Accountable for improving productivity, reducing incidents month on month
Accountable for automating routine activities and eliminating manual errors thereby reducing number of people required to support
Accountable for defining and adhering to OLA (Operational Level Agreement)
Accountable for AIS (Application Into Support)/ service introduction signoff ensuring operationally stable application is moving into production
Accountable for resolution of major incidents within SLA’s coordinating with Incident Manager
Accountable for RCA and actions from PIR, ensuring actions are closed within the timelines
Ownership of problem records and coordinating any tasks for its closure
Ownership of application improvement plan for the applications in portfolio
Accountable for technical risk assessment and approving changes
Manage the impact of application outages and communicating to the relevant clients/stakeholders ensuring appropriate handling of issues, incidents and provision of any standard or ‘on demand’ client/stakeholder reports
Expert problem solving skills
Ability to handle stressful situations with perseverance and professionalism
Delivers engaging, informative, well-organized presentations
Resolves and/or escalates issues in a timely fashion to line manager

RTB Service Level Manager Resume Examples & Samples

Strong understanding of the technology strategy for relevant services, and provides input to help shape the strategy
Conversant with technology architecture; component level design, matrix managed infrastructure delivery, hardware/software deployment
Communicates with passion and enthusiasm, embracing change as a way of working
Conversant with service management and delivery best practices (e.g. ITIL) and familiar with risk and control frameworks (e.g. COBIT)
Ability to design target service models for new services and delivery all relevant component areas to achieve the service design, including the establishing of new teams where they did not previously exist
Able to demonstrate experience of managing applications and services which are in a Live operational state
Strong knowledge of the Project and Programme Management systems and methodologies
Experience of tracking the flow of documents and processes related to project delivery
Strong investigative and analytical skills, able to quickly identify the core issues
Proven history of working with technology delivery teams based in India
Adapts style to contribute and enhance overall team performance
Works effectively with people across a wide range of disciplines and levels (both internal and outside resources) across business and technology teams
Experience of influencing decision makers and senior management
Excellent senior stakeholder engagement, keeping stakeholders informed with planned and unplanned activities and be able to react to ad-hoc requests and reprioritise work accordingly
Ability to manage several activities concurrently, prioritising appropriately Good oral and written communication skills, able to articulate and clearly communicate complex concepts
Strong Microsoft Excel, Microsoft PowerPoint and Microsoft Project Skills
Ability to travel frequently between UK sites, and occasionally international sites
Demonstrate behaviours in line with the business values

Service Level Manager Resume Examples & Samples

Establish and maintain a catalogue of all existing Information Technology services offered by Barclays Africa Technology to the business units within Absa and Barclays as indicated in the Service Catalogue
Establish, negotiate and maintain a user and SLA structure by ensuring that all business units have an SLA with Barclays Africa Technology and who the main role players are and document it
Negotiate and agree the contents and Service levels for each SLA by interacting with the various role players within Service Delivery and senior staff from business
Analyse and review all service requirements and conduct comparisons with SLA's. Check that the service being delivered to the business meets the defined targets of the SLA's
Monitor achievements against the SLA's and produce monthly reports of service achievements to users and Service Delivery managers
Establish and obtain agreement on service level monitoring procedures and penalties, where required
Establish formal escalation procedures and rules of engagement and incorporate in SLA
Ensure that the SLA monitors on-going adherence to industry standard and legal requirements, e.g. FAIS compliance
Establish process flow documents where required and file it
Produce a written SLA document and obtain signoff from all involved parties
OLA's to support the various SLA's
Coordinate the sign-off of the OLA's between departments within Service Delivery and Governance to ensure all requirements and service offerings are documented between departments
Review the OLA’s on an annual basis and discusses all issues experienced by business and to update the OLA with the discussed changes
Set-up and chair monthly review meetings to ensure interactions and communication channels are kept open to discuss changes, recommendations and solutions to drive increased service delivery
Escalate any unresolved production issues to the Technical Managers and coordinate the resolution of the issues and provide feedback internally of the solution to the General Manager: Service Delivery
Arrange workshops between departments if productions issues cannot be resolved via emails and telephonic communications and manage the process until appropriate agreed solutions have been reached
Recommend changes to the applicable departments regarding production services etc to enhance the service offering provided by Barclays Africa Technology
Manage and monitor that monthly reports on OLA performance are distributed to all departments within Service Delivery
Provide recommendations based on research completed on international best practises Provide recommendations and solutions on cost-cutting initiatives to assist the Service Level Manager with achieving the annual budget by controlling costs within their direct area
Assist the Service Level Manager to review, enhance and maintain departmental processes in order to support the financial management targets by reviewing processes and enhance the ways that things are being conducted
Develop and maintain relationships within Barclays Africa Technology as well as within the Business unit, understanding their requirements and gathering feedback so as to enhance the SLA process
Work with stakeholders (Business Units, Barclays Africa Technology to create and maintain a portfolio of technology Management Information utilising consistent and validated data sources
Meet with senior management on a daily basis, chair meetings and provide inputs and recommendations whenever consultations are required
Create presentations for Exco and check that information is correct as it is the only source of input and incorrect reporting could have financial and brand implications for the Barclays Africa Technology Group
Perform all other duties as reasonably assigned to enhance the relationship between Barclays Africa Technology and the Business
Chair regular monthly meetings with Senior business partners to jointly consider service achievements and to review the IT service of the previous month
Initiate any actions necessary to improve or maintain service levels by escalating service failures back into Service Delivery and driving this through to resolution
Prepare for and conduct regular SLA meetings with the users and negotiate and agree to any amendments necessary and to ensure that all SLA's are signed off annually for Audit purposes
Establish and arbitrate on priorities between services where these priorities have not been pre-defined (e.g. Recoveries following a service break)
Review underpinning contracts and agreements to ensure that they cover the requirements specified in the SLA's
Ensure realistic Service Levels are defined and built into new services by liaising with the relevant technical managers and updating the Service catalogue
Allocate duties to team members in order to achieve operational targets including prioritisation and work schedules
Manage departmental budgets including signing off of invoices and quotes within mandate. Escalate out of budgets or items higher than approved mandate to the next level manager
Rigorously monitor expenditure against approve budgets and put measures in place to address variances
Continuously identify areas for improved efficiency and reduced cost
Conduct basic statistical analysis to track performance variances and determine the root causes of errors. Make recommendations for productivity or process enhancements to process owners
Populate balanced scorecards for the specific department on a monthly basis. Work with the team to address shortcomings during the next month. Escalate any major issues identified to the next level manager
Participate in the measurement and reporting of internal and external Service Level Agreements on a monthly basis
Manage and monitor the adherence to industry standards and best practices within the team e.g. Information
Technology Infrastructure Library (ITIL) and Control Objectives for Information and related Technology (COBIT)
Manage the processes and governance model around all ITIL disciplines within Africa Technology according the ITIL framework, Barclays Global standards and Barclays Africa Group Ltd business strategy
Ensure that the necessary risk and control frameworks are in place to reduce audit findings where possible
Ensure adherence to Absa internal Security and other standards
Establish Management Information Systems (MIS) to ensure optimal execution of the day to day run of the environment
Execute risk related investigations as required for audits, Sarbanes-Oxley (SOX) and other compliance requirements
Develop of templates as set out by the SOX categories and other process frameworks to manage the Production
Support area within industry best practices by implementing system controls e.g. change approval board standards and processes
Design and review operational processes and procedural documentation to ensure optimal delivery of services through segregation of duties
Design, document and entrench processes in the areas to eliminate problems of non-adherence
B-degree in Computer Science and/or Information Technology
Exposure to strategic processes and monitoring of outcomes
Champion of change with proven examples of having implemented change successfully
Fully conversant and accredited with ITIL Service Management best practices
Fully conversant and accredited with COBIT

Service Level Manager Resume Examples & Samples

Lead initiatives, with support from service managers, to work with the product delivery groups and third parties to define and agree appropriate service levels/KPIs
Develop the reporting function with OTG by contributing to the team service improvement plan
Expand service level reporting within OTG to include all key BBC Online products
Proactively build relationships with stakeholders and product owners across Future Media
Be fully conversant with service management contracts, KPI/service level measurement and management
Have strong negotiation skills
Have a strong Knowledge of ITIL service support principles to a minimum of a foundation level (V3 is preferred) and how they relate to other IT disciplines
Be committed to maintaining high industry support standards and providing an efficient and effective service
Proven ability to identify and improve performance measurement and reporting processes in a large organisation

Service Level Manager, Mid Resume Examples & Samples

Experience with Microsoft Office tools, including Microsoft Word, Excel, Visio, PowerPoint, Microsoft Project, or Microsoft SharePoint
Experience with the project management, design, and configuration of reporting tools where required to support informational requirements of stakeholders, such as Access, or Cognos
BA or BS degree with 5 years of experience in customer service
MS degree in CS or a technology field
ITIL Certifications
Microsoft Certified Professional Certification

Service Level Manager Resume Examples & Samples

Accountable for the implementation and execution of the Service Level Management Process at Account Level and determining the organizational structure for management of Client Service Levels
Responsible for the creation of the Service Level Management Business Design and performing Service Improvement Programs where necessary. Responsibilities: Activities
Reviews and consolidates Service Level requirements
Analyzes the impact of requirements and Identifies options
Documents Service Level Assessment results
Develops SLA draft
Determines and documents UC/OLA requirements
Verifies OLA’s
Reviews OLA’s/UC’s
Publishes SLA
Supports the creation of the Service Level Management Business Design
Creates and Reviews Performance and Relevance reports
Performs Service Level review
Reviews SIP Plan results
Reviews and obtains approval for solutions to Complaints and Compliments
Evaluates resolution to Complaints and Compliments
Overall 5 to 7 years of IT Industry experience with at least three years of relevant industry experience
Excellent knowledge and understanding of requirements gathering and analysis
Strong Microsoft application skills (Word, Excel, PowerPoint)
Familiarity with automated reporting tools and processes (Excel Macros, etc)
Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe
Strong ITSM Process depth and breadth for Service Level management function. Sound knowledge on other related process areas such as Incident, problem and change management functions. (preferred)
Process & Quality Management: the act of planning and monitoring the performance of a process
Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements

Service Level Manager Resume Examples & Samples

Understanding IT architecture
Leadership and Management skills
Project Management understanding
People and customer service skills
Aware of tactical and strategic business decisions / business needs
Articulating skills, both written, verbal and presentation
Organizing documents and prioritizing work
ITIL certified, “Masters” level preferred
Creating and obtaining buy-in for the structure of future Service Level Agreements
Supporting negotiation of deviations in Service Level Requirement with Customers
Ensuring Service Level Targets / Service Level Objectives within the SLA can be met
Ensuring all backend agreements for SLA’s are established, including Operational Level Agreements, Underpinning Contracts and also agreements for the IT Service Management processes
Measuring and Service Level Reporting for IT Services
Creating and maintaining the Service Catalogue and / or Service Portfolio
Building strong relationships with Internal and external IT service groups, and other ITIL processes, in particular Supplier Management, Change Management, Incident Management and IT Service Management
Creating Service Level Reports for IT Services
Identification of stakeholders, customers, key users
Establishing and setting requirements for tools to underpin the process, such as SLA and Service Catalogue / Service Portfolio too
Deep understanding of ITIL
Strong negotiation skills with Internal customers
Ability to meet challenging targets within tight deadlines
Experience of creating OLAs, SLAs etc

Service Level Manager Resume Examples & Samples

Develop concepts and architecture for hardware, software, or network upgrades or additions based on operational issues, customer needs, customer impacts, and/or industry trends; and supports the introduction of new technology
Provide expert leadership for at least one major operating system, telecommunications product or network system management product(s)
Work with customer/operations management to develop plans to minimize the technical and/or business impact of network or operating system hardware or software environment changes
Evaluate new software and hardware technology and develops corporate or departmental standards for their use
Resolve the most complex problems on mainframes, networks or servers requiring in depth knowledge of all components, problem isolation techniques and resolutions
Provide counsel on multiple technical specialties to a section or division within an I/S Unit
Provide project leadership, expert advice, and counsel to IT personnel, management, and project teams on the most complex aspects of hardware, software, DBMS and/or telecommunications technical environments that must be integrated with other technical solutions (internally developed and/or purchased)
Develop processes, or process improvements, to provide reliable services across functional lines
Typically serves as a team member on one or more 6 Sigma projects
4 year degree, technical certification or equivalent experience
7 to 10 years of IT-related experience
Intermediate proficiency (able to function independently) using ITSM (Information Technology Service Management)
ITSM certification

Service Level Manager Resume Examples & Samples

ITIL certified, “Masters” level preferred. * *
Collating and centrally documenting Service Level Agreements with 3rd party service providers
Reporting on the performance of SLAs and managing the credit calculation and remittance of supplier breaches
Ensuring Service Level Targets / Service Level Objectives within Rackspace SLAs can be met
Building strong relationships with internal and external IT service groups, and other ITIL processes, in particular Supplier Management, Change Management, Incident Management and IT Service Management
Strong negotiation skills with internal customers

Service Level Manager Resume Examples & Samples

Fully conversant with service management contracts, KPI measurement and management reporting
Experience of negotiating service level agreements with both internal and external customers
Excellent communication and interpersonal skills, specifically in dealing with management and staff at all levels in Future Media and other parts of the BBC, as well as external stakeholders/suppliers
Knowledge of ITIL service support principles to a minimum of a foundation level (V3 is preferred) and how they relate to other IT disciplines
A commitment to maintaining high industry support standards and provide an efficient and effective service. Proven ability to identify and improve performance measurement and reporting processes in a large organisation
Proven experience of service reporting in a IT Service Support environment
Proven experience of driving service improvement through effective measurement using SLA, KPI’s and SMART objectives
Experience creating and distributing comprehensive reports from a number of sources back to the business
Demonstrable ability to manipulate data and summarise complex reports to present to non-specialists
Experience of working collaboratively with multi-disciplinary teams with a delivery focus in both project and operational environments
A wide experience of flexible and proactive information gathering
Experience of managing and interpreting monthly reporting statistics for complex IT environments
Strong personal organisation skills and ability to manage own time to meet deadlines
Ability and confidence to take charge of diverse tasks and deliver high quality work in a challenging and ever-changing environment
Ability to present in a professional and business-like manner to clients
Ability to handle confidential information with tact and sensitivity
Effective time management and organisational skills and the ability to prioritise own workload under pressure from a high volume of work and conflicting priorities
A flexible approach to adapt to changing deadlines
Familiarity with service management tools
Familiarity with reporting tools such as Business Objects
Knowledge or interest of online media

Service Level Manager Resume Examples & Samples

Provide leadership for service level management on all accounts
Lead and/or deliver transition of service level management on new accounts
Lead and/or deliver service level management reviews for new bids
Lead and/or deliver service level management components of engagement acting as an integral team member, providing guidance at all levels of an engagement team
Provide advice to/consult with IBM personnel and clients on service level management
Provide leadership and advice on remediation of service level issues
Engage as a leader of service level management to provide decisive advice within the IBM organisation
Participate/lead in the worldwide service level management community
Lead virtual teams engaged in service level management
Provide process leadership for service level management
Oversee the collection of service level management data within SO Delivery for local and AP reporting
Engage in the development and assessment of worldwide service level management data
Engage in QA of service level management components of bids and consult on development of QA with regards to service level management
Co-ordinate the allocation of workload to Service Level Management SMEs in conjunction with the team manager
Identify and develop new service level measurement methodologies on large or complex bids/accounts
DPE experience
Experienced understanding of Client Services within IBM, including; SO Delivery/Client requirements, financial systems, support structure, transition and transformation, delivery processes
Ability to influence people/teams to achieve desired results
Analysis and spread-sheeting skills
ITIL Service Level Management Practitioner qualification
Familiarity with a broad range of technical aspects of service delivery, but not necessarily detailed in all cases with ability to rapidly adapt to new service level scenarios

Service Level Manager With French Resume Examples & Samples

Design and document the service level management process, policies, rules and guidelines
Define and document the global standard KPIs, reporting and key controls for the service level management process
Assist the service delivery manager in ensuring consistent end-to-end infrastructure application of the service level management process across all business departments and CMDB
Primary ITIL service level management process knowledge holder and reference point
Being an owner of the standard service level management process documentation
Being a key point of contact for tooling services department to ensure service level management process and tooling alignment – approver for any tooling changes affecting the service level management process
Work with tooling services department to optimize service level management process efficiency and automation
Build ITIL compliant service level management process knowledge in the organization
Assist the service delivery manager in identifying and planning for ITIL process improvement projects (SIP –SMR)
Drives implementation of standard execution of the global service level management process
Assist the service delivery manager in driving cost optimization for the process through capacity process
Assist the service delivery manager in driving cross-account process standardization

Service Level Manager Resume Examples & Samples

Monitor and Report Service Level achievements
Identify potential and actual Service Braches
Evaluate performance against SLA
Review Service Result with Supplier / Delivery organization
Investigate problem issues
Maintain relationships with stakeholders, customers and key users
Maintain communication with stakeholders, customers and key users
Business Experience: 1-3 years in similar role
Demonstrating pro-active communications while maintaining and enhancing relationships with IBM, external and internal counterparts
Good analytical skills and ability to read, understand and report metrics
Advance Knowledge of Excel, PowerPoint
Education: ITIL Foundations (good to have)
Self-motivated and able to work independently
Flexibility to travel

Junior Service Level Manager Resume Examples & Samples

Production of SLA and KPI related metrics
Collect Service Level Metric data
Monitor Service Metrics
Identify potential and actual Service Beaches
Identify service issues
Support stakeholders, customers and key users in SLM process related cases
Business Experience: 1-3 years in a process related roles
Advance Knowledge of MS Office products (Excel especially)
Understanding of IT providers services
Ability to develop VBA add-ins for Microsoft Excel is a plus

Service Level Manager Resume Examples & Samples

Customer relationship and communication on incidents/problems,
Establish and maintain relationship with Business stakeholders, IT providers and Performance Management,
Highlight internal processes failure, recommend changes to processes and develop use cases when needed,
Manage task-forces / corrective action plans in case of major incident,
Coordinate planned or un-planned service outages, information and communication to business,
Regularly measure the customer satisfaction score and ensure that services provided to the business are bringing a business value,
Service Catalogue for PMx CoE Applications and SLAs management in line with internal GE policies, standards and business requirements,
Participate to end-to-end service catalogue definition and application ensuring that,
End-to-end SLA (including OLAs and Underpinning Contracts (UCs) ) are defined by application,
Service Levels are measurable, meaningful and meet business performance expectations (Key Performance Indicators –KPI - definition),
Pricing models are defined and consistent with SLA commitments comparable with cost of other similar companies in industry through benchmark,
Build, update and consolidate the Application Service Catalogues items for the PMx CoE, control consistency & facilitate relationship with Finance for Budgeting/Forecasting cycle,
Generate / Consolidate monthly Service Level Reports and conduct regular Service Review meetings with IT Ops management and service suppliers,
Ensure that all defined service management processes are implemented and followed,
Develop & promote within the CoE a preventive quality check process in order to avoid problems and/or identify problems as soon as possible and anticipate information/propositions to the business,
Gather inputs (costs, capacity, risks mitigation, service stability, security, compliance) to initiate and drive internal Service Improvement Plans initiatives (continuous improvement process)
Knowledgeable of standard IT processes (e.g., ITIL),
Demonstrates effective communication of availability, capacity and IT risk identification and mitigation issues to business managers, IT staff and others,
Demonstrates the ability to discuss and clarify user requirements on a regular basis,
Analysis and Use of evidence: uses available tools to identify, analyse and report on availability and capacity and ensures that decisions are based on clear evidence,

Service Level Manager Resume Examples & Samples

Demonstrated ability to work unsupervised to broad objectives
ITIL V3 Expert
IT services background
Relevant sector experience
Strong Service Management Tooling experience

Service Level Manager Resume Examples & Samples

Bachelor's Degree and 9+ years of experience; OR, High School equivalent and 13+ years of experience
ITIL Intermediate certification, preferably the Planning, Protection and Optimization certification
Extensive experience managing ITIL-based Service Level Management processes for enterprise infrastructures
Demonstrated experience managing SLAs across a major IT enterprise
Intermediate to Advanced skills with Microsoft Office Suite including Word, Project, and Excel
Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications
Candidate must possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance
ITIL® Expert Level Certification
Familiarity with GSA environment, tools and organizations
Bachelors degree in Information Technology or related discipline

Service Level Manager With German Resume Examples & Samples

Conduct Service Review
Plan Service Review
Review Service Result with Client
Formulate Service Improvement Plan
Maintain relationships and communication with stakeholders, customers and key users

Service Level Manager Resume Examples & Samples

Driving the effectiveness and efficiency of the Service Level Management process
Understand DXC Service Levels agreed in the contract with the client
Produce accurate Service Levels reports and/or produce operational reports
Monitor and analyze DXC Delivery Service Levels results
Leadership skills to drive improvements with delivery owners to recover SLA results
Bachelor´s degree, or courses in Systems Engineering, Business Administration or related
Strong English communication skills, both verbal and written
Strong knowledge and experience on Service Management ITIL processes, such as incident / Problem / Change / Service Level
Desired technical support skills
Strong Interpersonal skills / leadership skills
Extremely motivated and Customer focused
Ability to multi-task and prioritize among a number of problems independently
React and adjust positively to change and to new ways of doing things

Service Level Manager Resume Examples & Samples

Continuously and consistently identify and explore opportunities to improve performance of all aspects of IT Service Desk and Vendor Operations from Service Management perspective
Structuring, driving and delivering successful organisation transition and service improvement programmes of work
Ensuring appropriate governance and control is in place to monitor performance across the organisation
Ensuring sufficient data and information is available to Process Owners and Managers to make informed decisions
Making a significant contribution to defining, implementing and embedding Best Practices across the organisation through involvement in the Best Practice forum
30% Leadership
Manage the allocation of resources against the planned levels of demand for team workload against time, cost and specification
Recruitment of resources required to meet existing and known future demands for delivering against planned goals and objectives of Service Desk from Service Management perspective
Ensuring appropriate key measures and performance indicators are in place to enable progress to be exhibited against performance targets agreed
Compliance to all regulatory, risk and audit requirements and personal leadership on all related matters
Ensuring that your team is fully conversant and aligned to deliver against the strategy and plans of GTIS, BCS, SM, ITSD
Responsible for performance review and management of all direct reports
Establishing and agreeing the requirements for resourcing to ensure skills are available to meet current and future work demands on the function
Effectively manage resources to ensure
Appropriate capabilities within the teams are maintained and developed
Performance is differentiated, recognising staff appropriately in accordance with a high performing organisation
An environment for continuous improvement
The team is motivated and have on-going commitment to the service
An environment conducive to change is maintained
20% Planning and Stakeholder/Relationship Management
Expert at building effective relationships with key ITIL Operations process owners and managers across BCS, SM, ITSD
The role holder will help define the strategy and vision for their team and also provide direction and supervision to colleagues and team mates
Ability to hold a strategic view on the long term purpose of the team and challenge current working practices
Contribute fresh ideas and innovation in terms of enthusing the technical teams to improve their processes
Capable of creating new opportunities for themselves and their team
Promote the Business Improvement function and approach across SM & ITSD, influencing and negotiating key stakeholders across different grades and locations
Work collaboratively with the SM functions to baseline existing services, challenging the way we currently operate and coming up with innovative solutions to meet the needs of the situation / task in hand
Interface with internal and external stakeholders to identify and agree which areas of service need focus and improvement
Be an effective, proactive team member, influencing the behaviour of colleagues internally and across Enterprise Services and GTIS
Build and maintain strong relationships with process owners across BCS
40% Business Improvement
Accountable for the successful delivery of business improvement projects, service improvement programmes, organisational transition and any improvement initiative
Expert at producing Management Information with Exec level supporting commentary and analysis
Accountable for providing centralized focus on improvement opportunities for Service or Portfolio and improving quality of end-to-end Service
Ensure that Service Improvements activities are receiving necessary support across BCS organization
Define and implement programs to ensure continual improvement of delivered Services (e.g. Service Desk demand reduction via Demand Management initiative)
Skilled professional in providing detailed ‘Business Intelligence’ on the Management Information to enable informed decisions at Senior Executive level
Ability to set stretching and challenging objectives for self and teams as part of business improvement activity
Skilled at getting colleagues and teams bought into the principles of continual service improvement
Proficient in solving problems, working with colleagues and line manager to understand the situation and identify ideas and opportunities to make things better and more efficient
Accountable for the detailed analysis, management and communication of assigned business improvement projects
Expert in ITIL Continuous Service Improvement methodology and other related methodologies and frameworks
Practiced in implementing Continuous Service Improvement into day to day activity
Capable of identifying opportunities to improve the efficiency and effectiveness of key BCS services and processes
Expert in organising, planning and facilitating workshops to understand the current state and what needs to be done to get to the future mode of operation
Adept at highlighting incumbent issues and creating a compelling business case for resolution. Able to identify the clear business benefits of improvement opportunities
Skilled at negotiation and mediating between Barclays teams and third parties where changes impact partners
Talented at centralising, standardising and automating processes where possible
Meet and monitor qualitative, quantitative and cost benefits of the business improvements projects
10% ITIL Governance
Practiced in producing centralised reporting and monitoring and providing options for ITIL Operations through projects and initiatives
Responsible for the governance of ITIL processes through supporting regular review meeting with key colleagues across BCS
Support, record and drive remediation activity to ensure continuous focus on ITIL across BCS
Ability to influence others to ensure ITIL activity is managed and controlled at all stages of the lifecycle
Gifted at communicating the current state to project teams and the leadership team where appropriate. Adept at highlighting progress and successes in a succinct manner
Develop as a subject matter expert for ITIL best practice across BCS
Drive ITIL Best Practice forums and initiatives across BCS
Skilled at business improvement and analysis and a desire to improve and streamline processes
Dedicated with drive and enthusiasm for doing the right thing and acting with high levels of integrity at all times
An appetite to work hard and make improvements for BCS and GTIS
Expert verbal, written and presentation skills are essential, with the ability to adapt to different audiences and levels of seniority
Ability to work using own initiative with little direction and support
Strong character and able to influence others
Ability to effectively plan realistic and achievable short term and long term activities
Accomplished at balancing and prioritising a number of activities at once
Talented at completing work quickly and to a high standard
Ability to plan and control own work and assist with the work of others
Adept at managing workload effectively and prioritise tasks during rapidly changing prioritises and schedules
Excellent problem solving and analytical skills and able to transfer skills and knowledge to other team members
Ability to rapidly assimilate technical knowledge
Specialised in depicting processes in a visual, ‘user friendly’ way
Skilled technical author with experience of producing documentation to a high standard
Expert presentation skills, both visually and verbally
Capable of documenting processes clearly, without actually understanding all of the facts and yet identifying opportunities to improve and streamline
Takes a common sense approach to situations and isn’t afraid to speak up/challenge in difficult circumstances
The ability to communicate effectively at all levels
Approachable and can sell what we are doing to others
Innovative and an ability to work on their own and as part of a team, under tight deadlines
Understands the importance of team work
Experience of working within a major financial institution
Is technologically aware of IT principles (e.g. the concept of servers, applications, databases, etc)
Able to interpret and apply policies and standards and make recommendations as a result of evaluation
Proficient in the use of key graphical drawing tools (Microsoft Visio)
Expert at working in Incident, Problem or Change teams utilising ITIL tools and techniques
Proficient knowledge of Barclays processes and general organisation structure
ITIL Expert qualification
Microsoft PowerPoint Expert
SharePoint 2010 Certification and a good understanding of Internet related technologies
Expert in interpreting Management Information to identify opportunities to improve and streamline processes
Office Power User

Service Level Manager Resume Examples & Samples

,Create project governance as subset of organizational corporate governance
,Align business and technology objectives, deliveries, and relationships
,Define and organize business requests understanding, such as - What is being requested, Why it is something that should be done, and How will it be achieved
,Support all aspects of the governance processes with resourcing, communicating, cadence, and tools
,Assist with expected agile deliverables for burn down charts, velocity charts, stage gate reviews, and sprint retrospectives as required for governance management
,Insure governance meetings have the appropriate level and skill of resources needed for them
,Insure governance process is continually documented with changes to reflect current state for evaluating requests
,Schedule governance meetings and insure results are documented and passed to the appropriate areas for follow up and implementation
,Escalate governance issues appropriately to steering committee and leadership levels
,Assist with strategic and technical roadmaps
,Collaborate with other areas to identify cross plan dependencies
,Align with other enterprise initiatives
,Liaison with multiple business units in the enterprise
,Perform analytics as needed for governance reporting and management
,Lead collaborative workshop sessions
,Create presentations for leaders and others to influence direction and assist with organization change management for digital needs
,Keep abreast of emerging behaviors, technologies, and companies that may impact the organization
,Manage vendor relationships for the governance needs
Track and report SLA compliance and other performance related results
Develop and assign service improvement plans
Consult with the operation teams to meet committed service levels by driving continuous process improvement
Review and approve or deny application and infrastructure changes that will impact the environment and communicate information to the teams, supervisors, and division managers as required pertaining to outages, changes with potentially large and harmful impact, improvements to service and availability, resource conflicts, up-coming projects, etc
Conduct a monthly review of the service availability and review reported outages daily

Service Level Manager Resume Examples & Samples

Custom SharePoint based Applications
Custom Lotus-Notes based Applications
Custom Web-Applications and Web Services

Service Level Manager Resume Examples & Samples

The Service Level Manager (SLM) provides daily operational supervision and accountability for service desk analysts and process analysts in the execution of duties that will provide consistent compliance, with high quality of service, for specified service deliverables, with measurable performance metrics for our clients
The SLM ensures compliance using established procedures for new and existing statements of work
They also ensure level 1 and Level 2 analysts achieve successful quality assurance scores while maintaining compliance with all SLA's associated with the assigned client desk(s)
The SLM will ensure satisfactory analyst utilization
They will ensure compliance with Service Center policy for incident reporting and documentation and all personnel policies as published in the Employee Handbook
Analyst productivity (queue management, utilization detection and call monitoring)
SLA delivery (daily monitoring and management)
Perform interviews for new analysts and proactively maintain candidate pipeline; drive efficiency levels
New hire on boarding: equipment set-up, account setup, overview of systems, new hire training - Including training on processes, supported products and service desk tools
Participate in the development of a client Statement of Work including change management, business continuity and communication plans
Participate and assist in driving the knowledge management process, including the use of Knowledge Centered Support (KCS) methodologies as supported
Prepare, analyze and modify staffing plans as required
Track and analyze trends in service desk requests and generate statistical reports
Manage Support Desk resources for optimal performance
This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off
Conduct performance appraisals semi-annually
Provide informal monthly feedback, conduct formal quarterly skills analysts and report progress against goals (includes skills analysis and call monitoring)
Team communications
Assist in the professional and technical development of analysts enabling them to set goals, monitor, mentor, coach and assist analysts to deliver quality support
Responsible for promoting teamwork, cross-training employees and succession planning
Lead and participate in projects
May perform director's responsibilities in their absence Assume additional responsibilities as assigned
Service Desk transitions - complete applicable project expectations on-time according to project schedule and/or as directed by Transition Manager
Ability to develop and direct various projects through completion
Advanced knowledge of Service Center technologies and practices
Solid background in desktop technology and common applications (shrink wrap, OS/database, software, hardware, messaging and networking)
Advanced knowledge of ITIL v.3 framework and HDI certification as related to service desk
Excellent customer service, problem solving and conflict resolution skills
Proven team player with outstanding interpersonal and communication (written/oral) skills
Present a professional image and commanding the respect of staff, peers, and senior management
Ability of motivate others to perform above normal expectations
Ability to manage multiple issues at one time with exceptional follow through
Position requires the ability to work various hours Monday through Sunday
Flexibility with assigned work schedule
Ability to manage a diverse workforce Education and Experience
2-year Associate Degree (field related) or equivalent experience preferred
Minimum 5 years of service desk or customer service experience, preferably with 2 years in a supervisory role Project Skills
Ability to develop and direct various projects through completion Knowledge
Advanced knowledge of ITIL v.3 framework and HDI certification as related to service desk Skills
Present a professional image and commanding the respect of staff, peers, and senior management Abilities
Ability to manage a diverse workforce Other
Must have access to a personal computing device, high speed internet connection and have a private telephone service available for company use if required

Service Level Manager Resume Examples & Samples

BA or equivalent + 6 yrs related experience, or MA + 4 yrs related experience; preferred 10+ years
The candidate will be required to obtain the ITIL 2011 Foundation certification within 60 days
Active Secret or Interim Secret Clearance is required to start
Senior-level IT Service Management leadership experience in support of a DoD Networks
ITIL Foundation certification and a minimum of (2) ITIL Intermediate Certifications
Experience implementing and supporting ITIL v2011 in a mature environment
Excellent written, verbal, and presentationÂ communication skills
Outstanding customer service, team building, and consensus building skills
Ability to work and effectively communicate with executives, enterprise-wide and group management, peers, and outside vendors
Strong analytical and problem resolution skills in support of complex, enterprise-level service management process challenges
Organizational skills, ability to analyze process and organizational change management problems in a complex IT Service Provider environment,Â
Strong ability to work on and prioritize multiple, concurrent projects while meeting aggressive deadlines in a fast-paced environment
High level understanding of IT service offerings in a DoD environment

IT Service Level Manager Resume Examples & Samples

Participate on the MC Executive Steering Committee to drive governance in the Mission Critical environment
Host meetings with Division Managers and Supervisors to communicate the delivery of Mission Critical services against the service level agreement
Assist with mapping timelines and the impacts of projects inside and outside of the MC environment
Lead strategic projects related to, or that impact, the MC environment
Develop and implement Service Improvement Plans to address gaps in service level availability performance
Facilitate the delivery of quality IT services through service level agreements, underpinning contracts and operational level agreements
Assist with problem management and root cause analysis (RCA) for re-occurring issues
Lead SWATs for critical priority incidents
Participate in critical incidents to facilitate quicker restoration of Mission Critical services
Track and report service level availability compliance and other performance related results
Perform data analytics (i.e. data mining) to identify trends and patterns
Drive the use of common, consistent support process by support teams and the leverage of existing agreements with vendors
Align business and technology objectives, deliveries, and relationships
Coordinate the annual review of MC ITSM processes
Strong initiative, organization and planning skills
Self-starter able to work independently with minimal direction
Able to build strong working relationships with diverse teams
Excellent team work and communication skills
ITIL Certified (Foundation/Expert) in Service Level Management
Previous execution experience with ITSM incident, change, and problem management processes
Familiarity with web applications, infrastructure architecture, cloud, and software development processes (agile, waterfall, etc.)

Service Level Manager Resume Examples & Samples

Monitors and analyzes ServiceNow ticket data and ACD telephone data to ensure Service Level targets are achieved within the Service Desk operation
Collaborates with program task area leadership to establish and maintain a process for evaluating project deliverables and associated documentation, determines necessary resources for quality control
Provides oversight on SLA process development and verification
Develops improvement plans to resolve performance and SLA issues
Initiates workgroup training and awareness campaigns within the Service Desk operation focusing on SLA attainment
Escalates potential SLA failures to Service Desk and Program management for remediation
Develops regular and ad-hoc performance reports for program and customer review
Integrates relationships between business units and central corporate functions to ensure success in meeting business and corporate goals and objectives
Identifies and facilitates resolution of operational issues
Must have at least 3 year of experience in tracking and managing ongoing quality of ticket management, SLA analysis, implementation of SLA improvement plans, and assurance of high quality service delivery to all end users
Must have experience with quality management standards and IT project lifecycle
Experience working within Federal Government environments
Ability to work in a fast paced team-oriented environment
Able to prioritize and drive to results with a high emphasis on quality
Experience using IT Service Management software (example: ServiceNow or Remedy)

Service Level Manager Resume Examples & Samples

Provide Service Level Management Process Oversight supporting JPL-ICE account
Lead and/or deliver transition of service level management process
Drive Continual Service Improvement in the delivery of IT services, establish both performance targets and stretch goals, and prepare and maintain relevant reports pertaining to service level management and service level performance and related corrective actions
Provide advice to/consult with ManTech’s Program Office personnel and contract requirements of service level management
Lead partner teams responsible for service level management and flow down
Engage in the development and assessment of all service level management data and reporting
Plan, manage and report on CSI projects associated with IT trends
Plan, manage and report on SLA improvement projects associated with SLA trends
Adopt and develop new service level measurement methodologies on the contract
Establish expectations regarding the quality of a given infrastructure or software based solution as it relates to measurable performance
Drive compliance to Service Level Targets / Service Level Objectives across all IT Teams and Subcontractors associated with Program performance and deliverables
Create and manage templates for the Service Level Management process
Drive the establishment and maintain OLAs, KPIs, SLA’s, Underpinning Contracts and agreements for the IT Service Management processes
Assist in Creating and maintaining the Service Portfolio and Service Catalogue
Establish and build strong relationships with internal and external IT service groups, and other ITIL process Owners, in particular Contract management, Supplier Management, Change Management, Incident Management and IT Service Management
Plan, conduct and report Service Reviews
Establish and set requirements for tools to underpin the process, such as SLA and Service Catalogue / Service Portfolio tools
Evaluate, analyze and report service level metric results, coordinate activities to resolve performance variances and refine SLM’s as needed to support the organization
Partner with JPL and Program Office Leaders to oversee and manage service level performance
Creates communications and training plans and performs training for IT staff on service level metrics and how the metrics are related to JPL IT service delivery performance
Provides proactive analysis of data trends and recommendations to independently identify potential opportunities for continual service improvement
Scheduled, oversees and manages quality reviews driving achievement of metrics and improvement initiatives
The ability to analyze and use data and measures to use as a catalyst for service capabilities, and current performance improvement and maintain a high level of customer satisfaction
13-15 years w/High School Diploma
04-06 years w/Masters Degree