Description
My Client requires a senior SLA (Service Level Agreement) Definition Consultant for a 1 month project.
Introduction
Customer is currently in exclusive discussion with a significant German Asset Manager to acquire his/her fund services activities. A continuity of IT services will be provided to customer during 2 years after closing of the deal.
In this context, customer and Buyer are looking for a senior consultant for an assignment to lead the drafting of the service level agreement; KPI's and service levels to be agreed between parties.
Description of assignment which will take place in English Language.
- Gathering of existing documentation (Customer standard SLAs & Scorpius existing operational procedures and SLAs)
- Initial drafting of Service Level Agreement Organization of review &validation sessions with stakeholders from both parties.
- Management of escalation process in case of conflict between parties.
- Documented monitoring of progress.
- Reporting of SLA draft status to project steering committee and senior management.
Required Skills
- Experienced in middle and Back Office activities.
- Track record in SLA definition.
- Knowledge of asset management industry.
- Experienced with legal documentation.
- Very good writing skills.
- Fluent in English.
- Very good communication skills.
- Experienced in project management.
Context and project objectives
Context
The service level agreement (SLA) is a document that must be signed by both parties. It describes in detail the service to be provided by Scorpius to customer after effective date. The SLA highlights the service delivery, the dependency on the provider to deliver responsibility, including timing, frequency and high level service delivery points.
The SLA includes (to be confirmed):
- Introduction
- Introduction to the parties
- Definition of the main terms (aligned with main contract)
- Service scope and assumptions
- Scope of the service
- General principles and assumptions
- Signatures
- Client relationship management
- Client query process
- SLA reviews
- Change management
- Business continuity
- Archiving
- Confidentiality and data protection
- Incident management including escalation process
- Invoicing
- Operational provisions for each service
- Appendix including (non-exhaustive list)
- Detailed list of entities in scope
- Detailed list of instruments in scope
- Detailed list of reports or data interfaces
For each item, the following components must be described:
- Service Activity
- Provider Deliverables
- Timing when applicable
- KPI when applicable
- Dependencies on Provider and/or Third Parties