Core42 Specialist - IT Service Level Management
The individual will be responsible for establishing and maintaining efficient service level processes that support the organization's strategic goals and objectives. The Service Level Management Specialist will define and monitor service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to measure and track service performance, ensuring that SLAs and OLAs are met. This role involves monitoring and reporting on service performance, working with stakeholders to define service requirements, and driving improvements in service delivery.
Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as a sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, and professional managed services expertise to enable national-scale program deployments across industries.
Responsibilities
- Define and establish SLAs, OLAs, and KPIs to measure and monitor service performance with external and internal stakeholders.
- Conduct regular service reviews and performance assessments to identify areas for enhancement.
- Ensure appropriate workflows and metrics (KPIs and SLAs) are instrumented in tools and systems to effectively measure adherence and improvement opportunities.
- Create a comprehensive set of performance metrics that evaluate the effectiveness of IT processes and services using the ITSM tool’s performance analytics capabilities.
- Ensure that the customer’s current and future service requirements are identified, understood, and agreed upon, with levels documented in SLAs between Group IT and Business Unit.
- Schedule and carry out service performance reviews with business units, documenting actions and tracking them to closure.
- Engage in discussions with IT Business Partners to negotiate and agree on levels of service to be delivered.
- Ensure that external parties or vendors providing service to IT have appropriate back-to-back alignment with SLAs signed with business units.
- Promote positive customer experience and CSAT through increased First Call Resolution and minimum rejected resolutions or Reopen Cases.
- Research best practices in the industry and investigate new functionalities within the ITSM tool to improve, automate, and optimize processes.
Service Reporting
- Establish and maintain a single central point for all services related reporting for internal IT performance metrics and Service Reports against SLAs per business unit.
- Ensure that Service Reports produced are accurate and of high quality in terms of data, context, and information presented.
- Produce Service Report standards for different levels within the organization (C-Level through to Technical Analyst).
- Explain service reporting metrics clearly, applying "So What Analysis."
- Generate and publish process performance reports periodically and analyze the root causes of performance shortfalls against committed SLA performance targets to initiate improvements.
- Perform gap analysis to highlight breaches of SLA targets, recommend actions to prevent recurrence.
Qualifications
- Minimum of a bachelor’s degree (or equivalent) with a strong interest in IT metrics and operations.
- Minimum of 5 years of professional experience in IT Service Level Management / Service Delivery ITIL Foundation level or COBIT.
- Ability to map business processes to services and define associated SLAs.
- In-depth understanding and solid practical experience in IT Service Level Management, strong knowledge of IT best practices and protocols, and in-depth knowledge of the ITIL framework.
- A practical and proactive problem solver with strong business acumen; confident, mature, and calm.
- A self-starter with experience in organizations undergoing transformation/start-up and/or growth.
- Excellent time management skills with the ability to prioritize and multitask under shifting deadlines in a fast-paced environment.
- Excellent communication and stakeholder management abilities.
- Extensive experience in ServiceNow and its various modules, with hands-on experience in ServiceNow performance analytics.
What We Look For
If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. A bias for action and a passion for conquering new frontiers in the AI space is at the heart of the Core42 community.
What Working At Core42 Offers
- Culture: An open, diverse, and inclusive environment encouraging personal growth and focusing on groundbreaking, industry-first innovations.
- Career: Outstanding learning, development, and growth opportunities through structured training programs and innovative, high-tech projects.
- Work-Life: A hybrid work policy to strike the perfect balance between office and home.
- Rewards: A competitive remuneration package with a host of perks, including healthcare, education support, leave benefits, and more.
If you can confidently demonstrate that you meet the criteria above, we encourage you to apply.
