ICT Jobs in Africa
|IT Support Specialist,   Cape Town,   South Africa|
Creating relationships and obtaining buy-in with Customers with regards to the Service Level Management function/process.
Negotiating Service Level Requirements and Service Level Agreements with Customers.
Creating Service Level Reports of IT Services for Customers.
Planning Service Reviews and facilitating meetings.
Ensuring Service Level Targets / Service Level Objectives within SLAs are met.
Updating the Service Level Management process when necessary
Ensuring that all templates for the Service Level Management process are up to date.
Ensuring all backend agreements for SLA’s are established, including Operational Level Agreements, Underpinning Contracts and also agreements for the IT Service Management processes.
Building strong relationships with internal and external IT service groups, and other ITIL processes, in particular Availability Management, Problem & Incident Management, IT Service Continuity Management, Service Request Management, and other IT Service Management processes.
Identification of stakeholders, customers, key users.
Qualifications and Experience
Business Analysis experience
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