(1518) Service Level Practitioner - BSTD at South African Reserve Bank

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Define own work plan and deliverables with guidance from the Manager.
• Create and maintain a catalogue of available services and use this as a basis for SLAs.
• Determine service level requirements, negotiate and agree new service levels with the Customer Relationship Management team, and incorporate these within SLAs.
• Ensure that the service delivery staff have clarity on the scope and level of service required through the development and maintenance of OLAs containing key performance Indicators (KPIs) linked to SLAs.
• Monitor levels of service achieved, ensuring that detailed metrics and records are kept and analysed.
• Provide adequate, accurate and timely reports to users and providers on actual service levels achieved compared with the targets set in SLAs.
• Review and renegotiate SLAs to meet changing needs.
• Evaluate own performance against given criteria, and identify and address task-specific learning needs.

Job requirements

Additional requirements include:

• knowledge and skill in:
• industry, organisational and business awareness;
• quality assurance;
• continuous improvement;
• continuous learning and/or professional development;
• business continuity planning;
• IT enablement strategy
• IT enablement reporting;
• service management;    
• business relationship management;