BAT is evolving at pace - truly like no other organisation.
To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!
BAT South Africa IS LOOKING FOR AService Management Analyst
SENIORITY LEVEL: management
FUNCTION: DBS (Digital Business Solutions)
LOCATION: Cape Town
ROLE POSITIONING AND OBJECTIVES
Responsible for managing and monitoring IDT Service Level Agreements and ensuring that Service Providers meet the required service levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target in delivering a world class user experience.
WHAT YOU WILL BE ACCOUNTABLE FOR
- Analyses and reviews Service Performance against the SLAs, OLAs and XLA (UX – User Experience);
- Maintains the regular Service Level review process with both the IT Customer and Service Provider which covers;
- Coordinates troubleshooting & high severity incident and escalation management;
- Review outstanding actions from previous Reviews;
- Current Performance;
- Reviews Service Levels and targets (where necessary);
- Reviews underpinning agreements and OLAs as necessary
- Agree with appropriate actions to maintain improve Service Levels.
ESSENTIAL EXPERIENCE, SKILLS, AND KNOWLEDGE
- BCs in Information Systems or relevant field.
- Good communication skills: oral, written, presentation, facilitation;
- ITIL knowledge beyond theory;
- Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels;
- Ability to work under pressure, handle stressful situations in a calm manner;
- Relationship management and conflict resolution skills;
- The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues;
- A good understanding of the organization’ services provided and customers/users;
- A good understanding of the organization’s business and how IT contributes to it;
- Innovative thinking with service quality, and its improvement, within limits of costs and business direction.
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