Senior Officer: Service Catalogue and Service Level Agreement Management at Road Accident Fund

Key Performance Areas

Service Level Management

• Responsible for the current and future service requirements of customers are identified, understood and documented in SLA and SLR documents.
• Negotiate and agree levels of IT Service to be delivered.
• Negotiate, agree and maintain the Operational Level Agreements (OLAs) that underpin the SLAs with the IT Provider.
• Provide input to Third Party Supplier or Contract Management relationships related to Service Targets and ongoing Performance that underpin SLAs.
• Ensure that service level reports are produced and that breaches of SLA targets are highlighted, escalated to the relevant senior management to prevent recurrence.
• Ensure that service performance reviews are scheduled, carried out with stakeholders regularly and are documented with agreed actions progressed.
• Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided to customers.
• Provide measurement, recording, analysis, and improvement of Customer Satisfaction.
• Monitor the Service Level Management process.
• Audit the Service Level Management process.
• Ensure that reports on Service Performance and Achievement to the Business Unit and IT Processes are produced regularly and at an appropriate level.

Service Catalogue Management

• Document and publicize the process. 
• Responsible for ensuring that the Service Catalogue is available, accurate, and meets IT Service Provider and End User needs. 
• Ensure that Service Catalogue assessment reviews are scheduled, carried out with customers regularly and are documented with agreed actions.
• Ensure each service has an identified Service Owner and Provider.  
• Audit the Service Catalogue Management process. 
• Escalate to the Service Catalogue Management Process Owner where the process is not fit for purpose.

Quality Assurance

• Conduct regular audits of service desk interactions, analysing registered calls, customer care emails, password reset emails and ticket resolutions to identify areas for improvement.
• Collaborate with Service Desk Team to provide constructive feedback, coaching, and training to enhance performance and ensure consistency in service delivery.
• Actively identify trends, patterns, and root causes of service issues, working cross-functionally to implement corrective actions and preventive measures and increase First Call Resolution (FCR).
• Participate in service desk quality improvement initiatives, contributing insights to enhance workflows, tools, and knowledge management.
• Collaborate with other departments to ensure alignment of quality assurance initiatives with overall organizational objectives and customer satisfaction goals.
• Monitor, evaluate and score Service Desk calls against established quality assurance standards.
• Review, evaluate, and score open and closed tickets against established quality assurance standards.
• Ensure the Service Desk agents adhere to predetermined quality assurance standards and the business's standard operating procedures.
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures. 

Reporting

• Prepare and submit reports as and when required to provide progress updates and/or inform management decisions.
• Develop reports or procedures and guide the process through the alignment of the documents to the overall RAF’s Strategy.

Stakeholder Management

• Facilitate and manage communication with relevant internal and external stakeholders in relation to investments and proactively and progressively manage the relationships.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in IT related qualification.
• Certification in ITIL foundation V3 or Higher.
• Certification in ITIL Intermediate Service Design or ITIL Service Offerings and Agreements V3 or Higher.
• Relevant 4 years’ experience in an ICT interactive client support environment managing SLAs, OLAs and ICT service catalogue.