About the Job
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 also define and monitor service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to measure and track service performance, ensuring 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. With capabilities as a sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional, and 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 identify improvement opportunities.
- Create a comprehensive set of performance metrics that evaluate the effectiveness of IT processes and services, utilizing the ITSM tool’s performance analytics capabilities.
- Ensure that the customer’s current and future service requirements are identified, documented, and agreed upon in SLAs between Group IT and Business Units.
- Schedule and document service performance reviews regularly with business units, tracking agreed actions to closure.
- Negotiate and agree on the levels of service with IT Business Partners.
- Align external parties or vendors providing services to IT with the SLAs signed with business units.
- Ensure a positive customer experience and increase First Call Resolution with minimal rejected resolutions or reopened cases.
- Research best practices in the industry to promote process excellence and investigate new functionalities within the ITSM tool to improve and automate processes.
- Establish and maintain a central reporting point for all services related to internal IT performance metrics and service reports against SLAs per business unit.
- Produce high-quality service reports and ensure they are delivered on time at the agreed intervals.
- Analyze root causes of performance shortfalls against committed SLA performance targets and initiate improvements.
- Perform gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent recurrence.
Qualifications
- A minimum of a bachelor’s degree (or equivalent) with a strong interest in IT metrics and operations.
- At least 5 years of professional experience in IT Service Level Management / Service Delivery.
- ITIL Foundation or COBIT certification preferred.
- Ability to map business processes to services and define associated SLAs.
- In-depth understanding and experience in IT Service Level Management and IT Service Management, with knowledge of IT best practices and protocols, particularly in relation to the ITIL framework.
- A proactive problem-solver with strong business acumen, confident, mature, and calm under pressure.
- Experience working in organizations undergoing transformation/start-up or growth.
- Excellent time management skills, able to prioritize and multitask efficiently in a fast-paced environment.
- Strong 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 performance-driven, inquisitive, and agile in adapting to ambiguity, you will fit right in. We seek individuals 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 that encourages personal growth and focuses on groundbreaking, industry-first innovations.
- Career: Outstanding learning, development, and growth opportunities via structured training programs and innovative, high-tech projects.
- Work-Life: A hybrid work policy to strike a perfect balance between office and home.
- Rewards: A competitive remuneration package with a host of perks including healthcare, education support, and leave benefits.
