Oversee the end-to-end monitoring, analysis, and reporting of IT service performance
Lead teams and manage client accounts, focusing on strategic planning and mentoring junior staff
Drive service level improvement plans, securing timely implementation and measurable outcomes
Facilitate timely execution of improvement plans using automation tools
Utilize advanced reporting techniques to track performance metrics
Foster a culture of continuous improvement and innovation
Uphold exceptional standards of quality and accountability in deliverables

Requirements

Bachelor's Degree
At least 8 years of experience in Service Level Management, Reporting, or ITSM roles
Master's Degree preferred
ITIL certification (ITIL 4 preferred)
Managing SLA/KPI monitoring and reporting
Analyzing trends and performance insights
Utilizing ITSM tools and reporting dashboards
Communicating effectively with stakeholders
Working in large, complex IT environments
Supporting 24x5 global operations
Experience with service analytics and automation

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Service Level ManagementReportingITSMSLA monitoringKPI monitoringService analyticsAutomation

Soft Skills

LeadershipStrategic planningMentoringCommunicationContinuous improvementInnovation

Certifications

Bachelor's DegreeMaster's DegreeITIL certificationITIL 4