Responsible for managing and governing the Service Level Management (SLM) process in accordance with ITIL best practices. Ensures IT services are delivered based on agreed SLAs and OLAs while continuously improving service quality, customer satisfaction, and IT.
JOB DUTIES & RESPONSIBILITIES
1. Service Level Management
- Develop, review and maintain SLAs and OLAs.
- Negotiate (suggest and challenge if needed) service levels with Business Owners, Users and IT Service Providers.
- Ensure new services meet agreed service level requirements.
- Review and update SLM processes.
2. Service Performance Monitoring
- Monitor SLA/OLA performance and KPI achievement.
- Identify gaps and recommend service improvements.
- Coordinate temporary service level adjustments.
3. Governance & Process Management
- Perform Process Manager responsibilities.
- Maintain ITIL governance, audit documentation and process guides.
- Conduct periodic reviews and continuous improvement.
4. Stakeholder & Customer Management
- Act as primary liaison for SLA-related matters.
- Facilitate Service Review Meetings.
- Monitor customer satisfaction and drive improvements.
5. Reporting & Analytics
- Prepare SLA, OLA, monthly performance and Operations Committee reports.
- Produce ad hoc reports and service statistics.
- Drive continual improvement of SLAs and OLAs through service performance analysis and
- strategic enhancement initiatives.
6. Operational Support & Coordination
- Coordinate N-Level Support meetings.
- Support Disaster Recovery simulations and scheduled activities.
- Conduct branch awareness sessions and gather user feedback.
7. Other Responsibilities
- Perform additional duties assigned by Management.
QUALIFICATIONS
- Malaysian citizen
- Pass the Malay Language including oral test at Sijil Pelajaran Malaysia (SPM) level or equivalent as recognized by the Government
- Possess a bachelor's degree honors in Computer Science or equivalent qualification from any local or abroad higher learning institution recognized by the Government
- Minimum of 5-7 years experience working in an IT service environment within a complex and diverse organization
- Must have at least ITIL based experience and ITIL v3/4 Foundation certification
- Previous work experience in a customer facing role ie Incident Manager or Problem Manager or Shared Services Environment is an advantage
- Ability to effectively communicate (verbal and written correspondence) in a professional manner with technical and non-technical personnel
- Be able to work productively in a potentially limited resources environment
- Self-starter and able to work in team environment
- Flexible and adaptable, able to work in ambiguous situations
- Sufficient technical background to understand the different architectures of the systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage
- Possess excellent skills in writing (BOTH in English and BM), editing, proofreading, speaking and good interpersonal skills
JOB STATUS
Permanent
All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of the advertisement.
