Director - Service Level Management

category: Strategic
city: Mississauga - Toronto's west end


description:
Director - Service Level Management
Based in Mississauga


Director- Service Level Management
 
Our client is currently seeking a Director, Service Level Management to support the Infrastructure and Operations department within the corporate head office. The successful candidate will meet the following criteria:
 
Position Overview:
This newly created role will be responsible for the leading and improving the Service Level Management (SLM) process and delivery by working with stakeholders across Information Technology and the business to ensure service level achievements are aligned with the agreed service levels and that the service delivery is aligned with customer?s business needs and expectations.
 
Responsibilities/Accountabilities:

Ensure the appropriate level of focus and approval on service level requirements and proposed service improvements.
Responsible for the negotiation, agreement, and maintenance of SLA? for standard services.
Ensure appropriate service level monitoring and communication of performance reports with service owners/manager, business relationship management and IT senior management.
Responsible for conducting, chairing and facilitating the service level management meetings
Identify and drive opportunities of improvement in services and delivery processes.

Conduct and facilitate workshops with service owners/managers to review the quality and profitability of the delivered services.
Monitor service level management performance against the key performance indicators.
Act as service catalogue manager and identify interfaces and dependencies between all services and supporting services within the service catalogue.
 
Knowledge, Skills and Abilities required:

7 - 10 years progressive experience in a lead role within an information technology environment.
5 - 7 years management experience of a technology development or support department.
Solid people management and leadership skills.
Strong knowledge and experience in service level management.
A proven ability to translate business concepts into technical requirements and vice versa.
Excellent communication, interpersonal and negotiation skills with stakeholders at all levels.
Strong analytical and skills with a drive for continuous improvement
Experience managing third-party vendors.
Strong organizational and time management skills with a proven ability to manage multiple priorities.
Ability to identify and prioritize risks.
This role will involve some work outside of core hours and on weekends.
Post-secondary education in Computer Science, Business or related discipline.
Experience in project management would be an asset.
ITIL Certification and knowledge of Remedy preferred.
 
This is a brand new position - a real opportunity to make a difference.

The key for this position is someone already at the Director or Sr Manager level who is able to work across departmental / org boundaries.  Good understanding of technology.  Excellent communication / interpersonal/ negotiation skills.  Resilient, able to work in a fast paced environment.  Our client is in the midst of organizational and cultural change - not to mention huge technological change.