Specialist - IT Service Level Management

About the Job
The Service Level Management Specialist will be responsible for establishing and maintaining efficient service level processes that support the organization's strategic goals and objectives. This includes defining and monitoring 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. The role requires monitoring and reporting on 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 expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. By leveraging capabilities in sovereign cloud and HPC, Core42 offers generative AI, cybersecurity, and professional services expertise to enable large-scale program deployments across various 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 enhancement areas.
• Ensure appropriate workflows and metrics are implemented in tools and systems for effective measurement.
• Create comprehensive performance metrics that evaluate the effectiveness of IT processes and services.
• Ensure that service performance reviews are scheduled, conducted, and documented regularly.
• Negotiate and agree on service levels with IT Business Partners.
• Ensure alignment of external service providers with SLAs agreed upon with business units.
• Promote a positive customer experience through improved first call resolution rates and minimized case reopenings.
• Research best practices in the industry and investigate new functionalities within the ITSM tool.
• Establish and maintain a central point for all services related reporting for internal IT performance metrics.
• Produce service reports at various levels within the organization, ensuring high-quality standards.
• Analyze root causes of performance shortfalls and initiate improvements.
• Perform gap analysis to highlight SLA breaches and recommend 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 or Service Delivery.
• ITIL Foundation level or COBIT certification is essential.
• In-depth knowledge of IT best practices, IT Service Level Management, and the ITIL framework.
• Strong problem-solving skills with business acumen; capable of handling transformation and growth environments.
• Excellent time management with the ability to prioritize, multitask, and meet shifting deadlines.
• Strong communication and stakeholder management abilities.
• Extensive experience with ServiceNow and its various modules, along with practical experience in performance analytics.

Preferred Skills

• Industry certifications such as ITIL Expert, ITIL Service Level Management, ServiceNow, Scrum, ITSM, DevOps, Prince2, or Six Sigma are beneficial.

What We Look For
Candidates should be performance-driven and eager to build meaningful collaborations with stakeholders. The ideal candidate will have a passion for creating customer-centric solutions and aspire to explore new opportunities in the AI space.

What Working At Core42 Offers

• Culture: An open, diverse, and inclusive environment that encourages personal growth and focuses on innovation.
• Career: Learning, development, and growth opportunities through structured training programs.
• Work-Life Balance: A hybrid work policy to balance office and home life.
• Rewards: A competitive remuneration package with healthcare, education support, leave benefits, and more.

If you meet the criteria above, please apply as soon as possible.