Analyst-Service Level Agreement Management

Assist to Hire

May 10, 2017 2017-05-10T14:11:22+01:00
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Assist to Hire is recruiting for fulltime Analyst-Service Level Agreement Management.

Job Details

  • Collate, analyze and provide input to guide ITO to optimal performance using trending, analysis and benchmarking capabilities
  • Participate in the review of service performance at periodic service review meetings of ITO and IT Business
  •  Monitor trends in service levels and highlight concerns to be addressed by the ITO team and suppliers in the Continuous Service Improvement (CSI) plan.
  • Collaborate with the SLA Manager to ensure valid changes in service level
  •  Generate and analyze performance reports and ensure the right insight and recommendations on underperforming services levels are brought to the fore.
  •  Participate in defining and maintaining quality measures to govern and control improvements in ITO SLA.
  •   Analyze, review and provide regular independent reports on service performance and achievement to EMTS upon request
  •  Participate in the review of third party underpinning agreements, SLA  and OLA targets and metrics where necessary
  • Identify, define, and implements CSIs and Collate feedback (improvement initiatives or issues) across all stakeholder groups accordingly

Job Requirements

Min Required Experience:

Not Specified

Min Qualification:

Bachelor's Degree/HND

Desired Courses:

Not Specified

Other Requirements:

  • First degree or equivalent in a relevant discipline
  •  ITIL Foundation Certification is highly required.
  • Minimum of two (2) years relevant work experience
  • Strong analytical and problem-solving skills
  • Proficient in the use of Microsoft Office Suite as well as a good knowledge about reporting tools especially using Microsoft Excel. Basic knowledge of HP BTO is an advantage.
  • Ability to visualize or decipher patterns in trend and provide insightful feedback to support business decisions.

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About Assist To Hire

  • Type: Public
  • Headquarters: Lagos

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