Accountable for the execution and maintenance of the Service Level Management (SLM) reporting process.

Assist with the creation and maintenance of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

Advocate SLM and SM process adherence within the organization.

Work with other related Service Management process owners assuring process integration.

Secondary Responsibilities:

Serve as a Business Consultant for the Service Level Management (SLM) team working directly with customers and IS in interpreting and defining the needs of the business in the creation and maintenance of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

Act as a key negotiator in development of SLAs and OLAs

Establish and coordinate the measurement and reporting of SLA availability and performance

Skills:

* Microsoft Access, particularly custom VBA development.
* Microsoft Excel, particularly custom VBA development.
* SharePoint, particularly with MS Access integration.

* An understanding of the ITIL (Information Technology Infrastructure Library) process
* Knowledge of SA&E project methodology or similar.
* Excellent communication (oral and written) and negotiation skills with the ability to interpret and understand the needs of the business with the system capabilities are required.
* Must possess the ability to anticipate, recognize, resolve and escalate potential issues within various levels of management.
* A minimum of five years of systems experience required.