SLA & ITSM Specialist – Service Management

Indra Group; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Indra Group in the Philippines invites applications for a Service Management Officer (SMO). You will assist in defining, documenting and updating the SLA, and prepare SLA reports for stakeholders.

You will develop and enhance SLA report templates and monitoring tools, compute penalties and rewards, and coordinate with Quality Managers and Process Owners to drive continual service improvement.

Qualifications

• Assist in defining, documenting and updating the SLA.
• Prepare SLA reports (analysis, justification and action items) for stakeholders.
• Develop and enhance SLA report templates and monitoring tools.
• Calculate, monitor and track penalties and rewards, and provide reports.
• Coordinate with Quality Manager, Process Owners and other stakeholders.
• Ensure metrics are collected and governance tasks are executed to standards.
• Assist in conducting quality assurance process audits.
• Aid in data analysis for service improvements.
• Develop and update required policies, standards, guidelines, reports and templates.
• Coordinate continuous activities of ITSM services (Process Design, Tool Support, Governance, Continual Service Improvement).
• Monitor status and follow up on identified action items.
• Facilitate meetings and prepare minutes and highlights and action items.

Responsibilities

• Assist in defining, documenting and updating the SLA.
• Prepare SLA Reports (analysis, justification and action items) for stakeholders.
• Submit monthly SLA Reports to stakeholders.
• Develop/enhance SLA report templates and monitoring tools.
• Calculate, monitor and track penalties and rewards, and provide reports.
• Provide other SLA-related reports / statistics.
• Ensure that defined metrics are being collected and governance tasks are executed to standards.
• Assist in conducting quality assurance process audit.
• Aid in the use of data and data analysis for the improvement of Services and Service Management Processes.
• Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards.
• Closely coordinates with relevant personnel (e.g. Quality Manager, Process Managers/Owners, Transformation Manager, SMO Lead) for improvements.
• Coordinates the continuous activities of managing ITSM services which may include Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement.
• Monitor status and make follow up on identified action items.
• Facilitates meetings and prepares minutes and highlights and action items.

Skills

SLA management

Data analysis

Stakeholder coordination

Governance

ITSM knowledge

Job description

Indra Group in the Philippines invites applications for a Service Management Officer (SMO). You will assist in defining, documenting and updating the SLA, and prepare SLA reports for stakeholders.

You will develop and enhance SLA report templates and monitoring tools, compute penalties and rewards, and coordinate with Quality Managers and Process Owners to drive continual service improvement.