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NCDIT - Technical Specialist- Mid Level
Raleigh , North Carolina , United States | 2024-11-18 09:14:16
The SLA Manager will oversee the delivery of all SLAs for information technology services across the organization. 

Service Level Manager

 We are seeking an experienced Service Level Manager tojoin our team. The ideal candidate will have a strong background in writingService Level Agreements (SLAs) and Operational Level Agreements (OLAs),creating company-wide policies, and improving performance metrics. This role isessential for ensuring that our service delivery meets agreed-upon standardsand drives continuous improvement.

The SLA Manager will overseethe delivery of all SLAs for information technology services across theorganization. This includes developing, managing, and administering servicemanagement best practices. Additionally, the SLA Manager will facilitate communicationbetween the IT department and its clients to define and maintain the SLAsrequired for each business unit.

Key Responsibilities:

·        In collaboration with business leaders, seniormanagement, and stakeholders, plan and establish SLAs that support businessgoals for the entire IT services portfolio throughout the enterprise.

  • SLA/OLA Development: Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability.
  • Policy Creation: Develop and implement policies to ensure DIT and other State agencies adherence to service standards and regulatory requirements.
  • Process Improvement: Identify and implement process improvements to enhance performance metrics and overall service delivery.
  • Performance Monitoring: Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement.
  • Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment on service expectations and performance.
  • Documentation: Maintain detailed documentation of SLAs, OLAs, policies, and process improvements.
  • Training and Guidance: Provide training and guidance to team members on SLA/OLA management and policy adherence.
    Continuous Improvement: Stay up-to-date with industry best practices and continuously seek opportunities to improve service levels.

    Qualifications:

    • Bachelor’s degree in Business Administration, Information Technology, or a related field.
    • Proven experience in writing SLAs and OLAs.
    • Experience in creating and implementing company-wide policies to improve service excellence.
    • Strong background in process improvement and performance metric enhancement.
    • Excellent problem-solving and analytical skills.
    • Strong communication and interpersonal skills.
    • Ability to work independently and as part of a team.
    • Certification in ITIL or similar is a plus


      Required/Desired Skills


      SkillRequired /DesiredAmountof Experience
      Experience planning and establishing SLAs that support business goals for the entire IT services portfolio throughout the enterprise.Required4Years
      Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability.Required4Years
      Identify and implement process improvements to enhance performance metrics and overall service delivery.Required4Years
      Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement.Required4Years
      Maintain detailed documentation of SLAs, OLAs, policies, and process improvements.Required4Years
      Provide training and guidance to team members on SLA/OLA management and policy adherence.Required4Years

      Questions


      No.Question
      Question1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
      Question2Please list candidate’s email address.
      Question3Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
      Question4Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?
      Question5Vendor must notify the agency if any portion of the requirements listed in this task order are to be outsourced to other countries. Do you accept this requirement?
      Question6Candidates submitted above the rate of - will not be considered. Do you accept this requirement?
      Question7Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?
      Question8Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate’s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?