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 compliance with SLAs and OLAs. This role entails monitoring and reporting service performance, collaborating 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. We leverage our capabilities in sovereign cloud and HPC specialists, generative AI, cybersecurity, and managed services to drive national-scale program deployments across industries.
Responsibilities
- Define and establish SLAs, OLAs, and KPIs to measure and monitor service performance with stakeholders.
- Conduct regular service reviews and performance assessments to identify areas for enhancement.
- Ensure appropriate workflows and metrics are instrumented in tools and systems to measure adherence and improvement opportunities.
- Create comprehensive performance metrics to evaluate the effectiveness of IT processes and services using ITSM tool analytics.
- Identify, understand, and document customer service requirements in SLAs between IT and business units.
- Schedule and carry out regular service performance reviews and track agreed actions to closure.
- Negotiate service delivery levels with IT Business Partners.
- Align external vendors' service agreements with business unit SLAs.
- Promote customer satisfaction through enhanced first-call resolution and minimize case rejections.
- Research best practices and investigate new functionalities within ITSM tools to improve, automate, and optimize processes.
- Establish a central point for all services-related reporting and ensure service reports meet high-quality standards.
- Produce service reports at agreed intervals and ensure accurate delivery to stakeholders.
- Generate and publish periodic process performance reports, analyzing root causes of performance shortfalls and recommending improvements.
- Perform gap analyses to identify SLA breaches and propose preventative actions.
Qualifications
- A minimum of a bachelor’s degree (or equivalent) and a strong interest in IT metrics and operations.
- At least 5 years of professional experience in IT Service Level Management/Service Delivery.
- Strong experience with ITIL framework or COBIT.
- Ability to map business processes to services and define associated SLAs.
- In-depth understanding of IT Service Level Management and Service Management best practices.
- A proactive problem-solver with strong business acumen.
- Excellent time management skills with the ability to prioritize and multitask in a fast-paced environment.
- Outstanding communication and stakeholder management abilities.
- Extensive experience with ServiceNow and hands-on familiarity with performance analytics.
What We Look For
We seek a performance-driven individual with a curiosity to adapt to ambiguity. Candidates should be eager to build meaningful collaborations with stakeholders and aspire to create customer-centric solutions. A bias for action and a passion for exploring new frontiers in AI is essential in the Core42 community.
What Working At Core42 Offers
- Culture: An open, diverse, and inclusive environment that encourages personal growth.
- Career: Outstanding learning, development, and growth opportunities through training programs and high-tech projects.
- Work-Life: A hybrid work policy to balance office and remote work.
- Rewards: A competitive remuneration package with healthcare, education support, and various leave benefits.
If you meet the criteria outlined above, we encourage you to apply.
