Offer summary

Qualifications:

10 years experience in service level management, Expertise in data analysis and reporting, Strong interpersonal and project management skills, Proficient in Microsoft Office products, Postgraduate/Graduate degree preferred.

Key responsabilities:

Gather and validate service requirements

Monitor and report on SLA performance

Conduct gap analysis and recommend improvements

Manage vendor relationships and contracts

Prepare regular reports for senior management

Job description

Description

Performance / Service Level Management Specialist

Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that’s connected – connected by freedom.

Position Overview

We are currently seeking Performance / Service Level Management Specialist responsible for gathering service requirements, as well as monitoring, validating, and reporting with regards to Service Levels Agreement and makes sure that all Outsourced Vendor management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. This is an excellent opportunity for a self-motivated and professional individual to work within a varied and challenging role, with a leading global technology research and advisory organization. The role provides potential career growth and opportunities.

Responsibilities

Understand IT, BPO Outsourced contracts and setup Service level metrics in Managed Service platform
Validate the monthly SLAs submitted by suppliers. Develop and implement validation processes based on contract algorithms to ensure that all service performance data and metrics are accurate and reliable
Validate service delivery against agreed SLAs and identify any discrepancies
Organize periodic review sessions with stakeholders (suppliers and clients) to discuss exceptions, address any discrepancies and bridge any gaps
Perform deep dive analysis and provide inferences for service improvement
Implement corrective actions based on validation outcomes to ensure compliance and improve service delivery
Regularly gather feedback from client stakeholders on service delivery effectiveness and compare it with SLA performance
Perform Gap analysis, verify Exception & RCAs and follow disputes resolution process
Driving SLA Operations focused with Contractual agreement, as per agreed KPI/ SLA / OLA
Analyze Service Level data to provide key insights
Align with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency
Provide recommendation to improve Supplier service performance by introducing business relevant Service levels
Write User stories to customize the Service level workflow on ISG tool based on client requirements
Implement Continual improvement of the reporting & approval process
Evaluate and measure gaps between supplier monthly performance report and ISG validation against performance raw data with business rules. Be able to explain your findings to both the client and Suppliers.
Establish and execute monthly validation of performance management including review of raw data to support calculations and publishing MBR reports/QBR Reports
Deliver efficient and accurate performance results from available measurement tools
Collaborate with IT leadership, stakeholders, and business to understand service requirements, prioritize initiatives, and align ITSM activities with business objectives
Lead the implementation and optimization of ITSM tool (e.g., ServiceNow) to automate workflows, streamline processes, and enhance the end-user experience
Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations
Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives
Responsible for contribution in the development of Governance Services IP

Required Skillset

10 years’ experience in Service level management and MIS reporting
Strong skill in read and analyze raw data, data cleansing, data mining, data mapping, data visualization
Strong interpersonal skills with the ability to build and manage business relationships
Strong project management and organizational skills
Strong written and verbal communication skills and a meticulous attention to detail
Industry competitive capabilities, customer trends, and economic environment
Excellent time management
Ability to prioritize tasks based on urgency as well as importance
Ability to work both autonomously and in a team-based environment
The willingness to learn with initiative and take on new responsibilities
Proficient knowledge of Microsoft products – Word, Excel, Power Point and Outlook
This position is open to candidates who are legally authorized to work in the United States without the need for ISG sponsorship

Preferred Skillset

Candidates who have been part of Ticket handling, (Incident, Problem, Request & Change, Service Levels review, reporting metric, etc.)
Good understanding of Incidents and Service Requests throughout the lifecycle.
Reporting Experience - Creating SLA reports & (Designing dashboards, Analyzing data and drill down details etc.)
Certified in ITIL
Knowledge on ServiceNow or any ticketing tools and reporting
Preferred experience in understanding IT contracts, particularly performance metrics (i.e., Service Level Agreement, etc.)
Experience in a service provider organization preferred

Education

Postgraduate / Graduate in any degree

At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.

The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

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