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 also be responsible for defining and monitoring service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to measure and track service performance and ensuring the 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 sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.

• Define and establish SLAs, OLA (Operational Level Agreements), 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 SLA’s) are instrumented in tools and system to effectively measure adherence and improvement opportunities.
• Create a comprehensive set of performance metrics that evaluate the effectiveness of IT processes and services, utilising the ITSM tool’s performance analytics capabilities.
• Ensures that the customer’s current and future Service requirements are identified, understood and agreed levels are documented in SLA between Group IT and Business Unit.
• Ensures that service performance reviews are scheduled, carried out with the business units regularly and documented and agreed actions are noted and tracked to closure.
• Partakes in discussions with IT Business Partners to negotiates and agrees on the levels of Service to be delivered
• Ensure external parties or vendors providing a service to IT to have appropriate back to back alignment with SLA’s signed with business units.
• To ensure positive customer experience and CSAT through increased First Call Resolution and minimum rejected resolutions or Reopen Cases
• Promote process excellence by researching best practices in the industry and investigating new functionalities within the ITSM tool to improve, automate, and optimise processes.

Service Reporting:

• Establish & Maintain a single and central point of all services related reporting for internal IT performance metrics as well as Service Reports against SLA per business unit
• Ensure the Service Reports produced are accurate and to a superb standard in quality, data, context and information presented.
• Produce Service Reports standards for different levels within the organization (C-Level through to Technical Analyst)
• Ensure the Service Reporting metrics are well explained – “So What Analysis” is applied
• Ensure that service reports and dashboards are being produced on time at the agreed intervals and delivered to recipients.
• Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
• Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent reoccurrence.

• A minimum of a bachelor’s degree (or equivalent) and a strong interest in IT metrics and operations.
• Minimum of 5 years 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 and Service Management, strong knowledge of IT best practices and protocols, in-depth knowledge on ITIL framework.
• A practical and proactive problem-solver who possesses strong business acumen and is confident, mature, and calm.
• A self-starter that has experience working in organizations undergoing transformation / start-up and / or growth.
• Excellent time management skills with the ability to prioritize and multitask and work under shifting deadlines in a fast-paced environment.
• Excellent communication and stakeholder management abilities.
• Extensive experience in ServiceNow and its various modules and hands-on experience with ServiceNow performance analytics.

Also, good to have skills:

• One or more of following industry certifications are beneficial: ITIL Expert, ITIL Service Level Management, ServiceNow, Scrum, ITSM, DevOps, Prince2, Six Sigma.

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. Bias for action and a passion to conquer 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 with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.

Career: Outstanding learning, development & growth opportunities via 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, please contact us as soon as possible