SLA MANAGER at FNB South Africa

Job description

Purpose

Ensure SLA across the organisation is delivered according to specifications. Develop manage and administer service management best practices.

Responsibilities

• Establish and maintain strong working relationships (internally & externally) with Senior Sponsors, Department Heads, Process Owners.
• Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the Organization.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Create and maintain the catalog description of existing services offered.
• Ensure appropriate OLAs/SLAs in place to support any new services.

Requirements

• 3-year industry related Degree.
• ITIL certification with a strong understanding of Change, Incident, Problem, Release and Configuration Management would be an advantage.
• Transactional data experience e.g. billings