Description
Service Level/Service Tiering Specialist (Financial Services)
My client is a leading Financial Services organisation based the in West Midlands. They are seeking x2 Service Level/Service Tiering Specialists to join them for long term contract opportunities (3 months rolling and the programme is looking to run for 2-3 years).
Service Tiering is the analysis and recommendation on how the services can be tiered and aligned to application criticality with a differentiation on service levels and costs of delivery.
Key Responsibilities
*Drive the tiering strategy which can vary the cost base through differentiated service levels
*Support the Service Initiation process through service level requirements definition
*Responsible to define and maintain the tools and process which support Right Tiering
*Support the regular Service Level review process with Clients
*Propose and define the Service Level Agreements (SLAs) with Clients
*Define a report for the performance for the portfolio of services
*Analysis of service performance related to SLAs and OLAs
*Analysis of vendor performance related to SLAs and UCs
*Coordinate Service Catalogue updates
You will have:
*Experience in supporting projects (Level 2 Production Support experience)
*Exposure to managing 3rd party vendors;
*An understanding of IT service delivery and operations;
*Experience with statistical, numerical and analytical principles and processes
*Exposure to managing large projects and initiatives;
*Appropriate domain experience
*Management experience and ability to lead and coach
*Maturity and persuasiveness to engage in business dialogue and support stakeholders
*Well developed analytical and problem solving experience
*Ability to work in virtual teams and in matrixed organization
*Ability to work in fast-paced environment
*Excellent communication skills
*Fluent in English (written/verbal)
*Advanced knowledge in MS Office products
You will be:
*Actively supports the strategy, plans and values, contributing to the achievement of a high performance culture. Personally contributes in an environment where people development is the number one priority
*Takes ownership for own career management, seeking opportunities for continuous development of personal capability and improved performance contribution
*Acts as a role model for new employees, providing help and support to facilitate early integration and assimilation of their new environment
*Highlights performance issues within the team, where appropriate, to drive for high performance