Duties

• Monitor and analyse CIS service performance against agreedSLAs, including availability, response times, resolution times, and overall service quality metrics.
• Produce regular service performance reports, including QuarterlyService Level Reports (QSLR), identifying SLA compliance, trends, risks, and required corrective actions.
• Act as the primary interface between Operational Partners andtechnical teams regarding service delivery matters.
• Conduct regular service review meetings with OperationalPartner counterparts, including preparation of materials, presentation of service performance and documentation of agreed actions.
• Coordinate with operational and technical teams to ensure service delivery aligns with agreed priorities, commitments and SLA targets.
• Track and follow up on incidents, problems, and service requests impacting service performance and SLA compliance.
• Support the change management process by reviewing CRQs and WOs for potential service impact, ensuring changes are scheduled to minimize disruption.
• Validate post-change service performance and confirm that agreed service levels are maintained.
• Identify trends, recurring issues, and systemic weaknesses through analysis of service data and Operational Partner feedback.
• Propose and support implementation of service improvement initiatives to enhance service performance, reliability and Operational Partner satisfaction.
• Maintain and update service management documentation, including service descriptions, reporting artefacts and procedures.

Requirements 

• Proven experience in IT service management with focus on Service Level Management and SLA monitoring.
• Strong understanding of ITIL processes (Service Level Management, Incident Management, Change Management).
• Experience in preparing service reports (including quarterly reporting) and conducting stakeholder review meetings.
• Ability to analyse service performance data and drive continuous improvement actions.
• Strong stakeholder engagement and communication skills.
• Proficiency in English (NATO 3333).