Job Purpose
Lead Service Level Management and Queue Coordination to ensure IT services meet agreed service levels aligned with AmBank's operational needs. Define and maintain SLAs, monitor and report service performance, and drive continual improvement through proactive oversight and stakeholder engagement, ensuring IT services effectively support business outcomes.
Key Job Responsibility
- Responsible for leading the Service Level Management and Queue Coordination.
- In the domain of Service Level Management (SLM), the role ensures that all IT services are delivered in accordance with agreed service levels that reflect AmBank's operational requirements and expectations.
- This includes defining, establishing, and documenting Service Level Agreements (SLAs) that clearly outline the scope, performance targets, and responsibilities for service delivery.
- Responsible in overseeing and tracking service performance against these targets, producing regular SLA performance reports, and identifying areas for improvement.
- Through proactive monitoring and stakeholder engagement, the role supports continual service improvement and ensures that IT services contribute effectively to business outcomes.
Qualification and Skills
- Minimum Bachelor's degree in IT or equivalent
- ITIL certification or any professional certification related to IT is an added advantage.
- Minimum 3 year's experience in SLM and Queue Management
- Strong analytical skills and attention to detail.
- Excellent communication, presentation, and interpersonal skill with ability to influence and collaborate effectively across all levels within the bank.
