SLA & KPI Analyst — Telecom Governance (Oslo)

Motorola Solutions; Oslo; Hybrid; NOK 550,000 - 750,000; Full time

Job summary

Motorola Solutions Norway AS is seeking an experienced SLA Analyst to join the Service design and transition team in the Nødnett Operations in Oslo. You will collaborate with the service level manager to govern First Line Maintenance suppliers and 3PV vendors, and monitor KPI and SLA reports to ensure proper governance and timely actions.

The role emphasizes supplier governance, claims processing, and input to commercial change orders, with opportunities to optimize SL M processes.

Qualifications

• Experience in customer support and supplier governance.
• ITIL knowledge is an advantage.
• Bachelor's degree or equivalent required.

Responsibilities

• Govern supplier governance and KPI/SLA governance for FLM and 3PV.
• Review and analyze customer KPI and SLA reports and follow up.
• Verify timelines for individual cases.
• Prepare and administer claims towards 3PV and customers for additional work.
• Prepare/provide input to commercial change orders.
• Provide input for operational changes.
• Participate in customer and 3PV meetings.
• Prepare and administer Purchase orders and invoices for FLM.

Skills

Structured

Analytical

Negotiation skills

Customer support experience

Supplier governance

Norwegian language

English language

Education

Bachelor's degree or equivalent

Job description

Motorola Solutions Norway AS is seeking an experienced SLA Analyst to join the Service design and transition team in the Nødnett Operations in Oslo. You will collaborate with the service level manager to govern First Line Maintenance suppliers and 3PV vendors, and monitor KPI and SLA reports to ensure proper governance and timely actions.

The role emphasizes supplier governance, claims processing, and input to commercial change orders, with opportunities to optimize SL M processes.