Job Summary
As a Service Management Reporting Resource, you will develop and maintain comprehensive SLA reporting frameworks, generate regular reports on Project and Steady State SLAs, and analyze data to identify trends and areas for improvement. You will build and manage service level catalogues, collaborate with clients and project teams to define and document SLAs, and ensure effective communication of service level expectations. Utilizing data analysis tools, you will monitor SLA performance, implement corrective actions, and identify process improvement opportunities. Additionally, you will prepare and maintain documentation, provide training and support to teams, and ensure compliance with organizational policies and industry standards through regular audits and reporting.
Job Responsibilities
- Build and maintain service level catalogues, ensuring they are up-to-date and aligned with business requirements.
- Collaborate with stakeholders to define, document, and agree on service level agreements (SLAs) and key performance indicators (KPIs).
- Ensure service level catalogues are communicated effectively to all relevant parties.
- Develop and maintain comprehensive SLA reporting frameworks and templates.
- Generate regular reports on Project SLAs and Steady State SLAs to track performance against agreed service levels.
- Analyze SLA data to identify trends, issues, and areas for improvement.
- Provide actionable insights and recommendations based on SLA performance analysis.
- Work closely with clients, project teams, and delivery teams to gather requirements and ensure SLA definitions meet business needs.
- Facilitate meetings and discussions to build consensus on SLA definitions and reporting requirements.
- Monitor SLA performance metrics and report any deviations or breaches.
- Develop and implement corrective actions to address SLA performance issues.
- Implement best practices and industry standards to enhance SLA reporting and performance tracking. Ensure SLA management and reporting processes comply with organizational policies and industry standards.
- Conduct regular audits to verify compliance with SLA agreements and reporting practices.
- Prepare and present compliance reports to management and stakeholders.
Job Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Relevant certifications in ITIL, Service Management, or Project Management (e.g., ITIL Foundation).
- A bachelor's degree or equivalent in IT, computer science, engineering, or related field.
- Extensive experience (typically 5+ years) in service management and reporting.
- Proven experience in reporting SLAs, building and agreeing on service level catalogues, and tracking SLA performance.
- Experience in working with clients and various project and delivery teams.
- Strong knowledge of IT service management (ITSM) tools, preferably ServiceNow.
- Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau).
- Understanding of SLA management and reporting best practices.
- In-depth knowledge of ITIL framework and service management processes.
- Ability to define, document, and implement SLAs based on project and client requirements.
- Experience in monitoring and reporting on SLA performance metrics.
- Ability to develop and implement corrective actions to address SLA performance issues.
- Proactive approach to identifying and resolving potential SLA-related challenges
