Description: |
Role: Service Level AssuranceJob DescriptionTo provide Service Level Assurance of project Services within the specifications and requirements. Act as the point ofcontact for Consortium Partners, MoD customers and senior users in the event they have issues with company deliveredservices. Act as the lead Service Escalation Manager to co-ordinate and implement recovery plans in the event of majoroutages. Ensure that Service Levels are achieved and forward planning is adopted by the creation of Recovery Plans andRectification Plans to ensure excellent customer service is delivered. Responsible for the achievement of all ServiceLevels, Performance Indicators and Key Performance Indicators. Failure to achieve the above will result in abatement ofthe charges under the Prime Contract. Produce consistent, timely, high quality, reliable information with regard to thedelivery of Services against the Service Levels as specified within the Contract.Key responsibilitiesResponsible for defining the processes for strategic level decision-making in relation to performance issues and themanagement of these issues.Monthly assessment of the availability and performance of the Services against the Service Levels and specific KPIs andPIs as shown within the contract.Responsible for assessing the level of customer satisfaction.Produce consistent, timely, high quality, reliable information with regard to the delivery of Services against theService Levels as specified within the Contract.Responsible for re-evaluating and amending the weightings attributed to any PI or KPI through negotiation with theclient.Responsible for all audit activity with regard to Service Level Assurance.Interface with Change Management for changes made through negotiation with the client.Responsible for creating recovery plans and rectification plans. Contribute to any such plans produced by the client toprevent failure to achieve Service Levels or prevent actions from recurring.Responsible for implementing the continuous improvement of performance towards project Service Levels.Investigate the root causes of performance failures at a Prime Contract level and bring performance back up to TargetService Level following service failures.Accountable for reflecting the importance of Service Level Assurance within Service Delivery with regard to theperformance of delivering of a full end to end service.To manage and demonstrate the value of consistent and predictable performance at or above the Target Service Levels.To manage third party supplier relationships to ensure service level agreements are met and the Service is developed toits full potential.Manage regular service review meetings with the customer, identifying areas of possible improvement.Responsible for the achievement of all Service Levels, Performance Indicators and Key Performance Indicators. Failure toachieve the above will result in abatement of the charges under the Prime Contract.Formal Education and trainingEducated to degree standard with at least 3+ years experience in service management.Strong business skills with demonstrable track record of achievement.Preferably holds an MBA or similar recognised management qualification.Preferably holds ITIL Practitioner qualificationExperienceStrong negotiation and influencing skills.Strong interpersonal and communication skills.In depth knowledge and understanding of Service contractual requirements and obligations.Understanding of business models and ability to develop business solutions.Other key skills/product knowledgeResourceful, self motivated and decisive with strong decision making capability.Good knowledge and commitment to continuous improvement/managing change.Good IT skills: Microsoft Office/Project/VISIOAnalytical, methodical and forward planning.Financial and measurement dataResponsible for the achievement of all Performance Indicators and Key Performance Indicator achievements. Failure toachieve the above will result in abatement of the charges under the Prime Contract.There is also a ratchet mechanism for increasing the amount of Total Abatements where there is a continuing failure,which is not properly rectifiedSupervisory responsibilitiesManagement of report compilation established from interrogating and managing systems.Analysis of information to ensure governance to contractual agreements.Responsible for ensuring all Service Levels are achieved or exceeded.Responsible for ensuring Recovery Plans and Rectification plans are provided. |
