Consultant - Service Level Manager

Location

Secunderabad | India

Job description

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world&rsquos biggest brands&mdashand we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We&rsquore harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we&rsquore calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Consultant - Service Level Manager

SLA Manager is accountable to ensure that all service level agreements (SLAs) are delivered according to specifications / guideline. The Service Level Manager will have overall responsibility and accountability for the success of the Service Level Management (SLM) process.

Responsibilities

. Formulates and agrees with an appropriate Service Level Management structure for the organization, to include:

. Service Level Agreement structure (e.g. Service based, Customer based or Multi -Level)

. Operational Level Agreements with the Service Provider

. Third Party Supplier / Contract Management relationships to the Service Level Management Process

. Accommodating any existing Service Improvement Plans / Programs within the SLM process

. Negotiates and agrees with the Service Level Agreements with the Customer.

. Negotiates and agrees with the Operational Level Agreements with the Service Provider.

. Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services.

. Analyses and reviews Service Performance against the SLAs and OLAs.

. Organizes and maintains the regular Service Level review process with both the IT Customer and Service Provider which covers:

o Review outstanding actions from previous Reviews

o Current Performance

o Reviews Service Levels and targets (where necessary)

o Reviews underpinning agreements and OLAs as necessary

o Agree with appropriate actions to maintain / improve Service Levels.

o Initiates any actions required to maintain or improve Service Levels

. Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.

. Acts as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)

. Ensures that appropriate changes are assessed for their impact on service levels

. Carries out the Process Manager responsibilities for the Service Level Management process

Qualifications we seek in you!

Minimum Qualifications / Skills

. Leadership Skills

. Team Management Skills

. Service Level Agreement Management Skills

. Operations Management Skills

. Customer/Cross functional Stakeholders Management Skills

. Service/Quality mindset

. Analytical skills.

. Experience in acting as an SME in different IT projects

• Experience in working with suppliers and partners in a common setting in a multicultural environment


• Experience in managing/leading large conference calls/war rooms preferred


• Proficient overall understanding of IT landscapes (Application Management/Hosting/Infrastructure/Collaboration tools)


• Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server)


• Experience with customer management: customer interactions, addressing issues & presenting accordingly


• Solid communication skills highly assertive


• Analytical approach and can-do attitude


• Good facilitation/conflict resolution skills


• Ability to identify situations that require intervention and act accordingly


• Problem Solving Approach - including logical, systems oriented mindset logical reasoning


• Change Orientation - Ability to adapt to changes quickly and work independently


• Individual Performer - Ability to organize & prioritize High levels of energy and motivation


• Concise writing skills - Ability to capture complex situations in short, relevant statements


• Organized personality with attention to details, able to work simultaneously on different projects


• Good communication skills at all levels within Genpact, the customer organization and the customer&rsquos suppliers and partners


• Training abilities - good interpersonal, facilitation and presentation skills

Preferred Qualifications/ Skills

• ITIL Foundation & ITIL Service Operation certification


• Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] - Application & Execution


• Working Experience of ServiceNow (Ticketing tool)


• Excellent English interpersonal skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.


• Excellent knowledge, experience and excellence within the specific area of Service Level Management

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on , , , and .

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

Job tags

Salary