Analyst - Service Level Management

Scope of Work

This role supports in the following:

·       Cultivating positive and high-performance relationships with IT Vendors and ensuring continuity of best practice and execution of the vendor management process.

·       Effectively Collecting, Organizing and Analyzing IT data,

·       Make presentations of IT reports to Senior Management, meeting all stakeholders’ reporting requirements.

JOB ROLES & RESPONSIBILITIES

Vendor Management Analyst

·       Manages the vendors’ performance and adherence to service levels, deliverable requirements, and other vendor performance obligations under the agreement.

·       Tracking and managing vendor performance against agreed Service Level Agreements (SLAs). 

·       Works with the Vendor Manager to engage vendors with respect to process breaches for incidents, service requests, changes requests, issues and disputes. 

·       Support IT service management teams with tracking vendor related escalations and requests.

·       Prepare vendor Score card and Vendor performance reports by working with Raw data and excel

·       Prepare up to date vendor contacts and matrix including exceptional support during Holiday Seasons.

·       Support in managing escalations where vendor response is below expectations.

·       Work closing with Incident management, Problem Management and Service Level Management.

Reporting Analyst

·       Designing and developing dashboards and systems for reporting data.

·       Maintaining databases, dashboards, and reporting software.

·       Collecting, analyzing, and interpreting IT Operational data to use in reports.

·       Using data visualization tools to share data in an easy-to-comprehend fashion.

·       Coordinate and request data from various teams and departments.

·       Communicating data through reports and presentations to the management team in a timely manner.

·       Using reports to inform and support IT strategies and plans.

·       Monitoring and analyzing KPIs to achieve the contracted SLAs.

·       Training other staff on how to develop and present data reports.

·       Attending client service review meetings; areas covered will include performance reports, service improvements, quality and processes.

·       Ensuring that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.

·       Continuously review of the unit’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.

·       Oversee the implementation of the IT division’s policies and procedures and ensure the overall efficiency of the team’s service delivery.

Education and Experience

·       Bachelor’s degree in IT related field or equivalent in a relevant discipline.

·       IT Background with Microsoft products and IT contracts management.

·       Excellent Data analysis, reporting and presentation skills.

·       Minimum of three (3) years relevant work experience.

·       IT Service Management experience is an added advantage.

Please make your application through email - hr.africa@isontechnologies.com