Job Title: Service Level Specialist

Location: Midrand

Salary up to R420 000

A leading Telecoms company is looking for skilled Service level Specialist to develop Service Schedules (Contract’s) and associated SLD’s (Service Level Definitions).

The roles responsibility, together with Contract Management, is to engage with Customer’s to negotiate contract terms and to engage the relevant Business Unit and the EDF in order to establish what we can offer Customer’s specifically relating to SLD’s.

Once terms have been agreed, there is a responsibility to amend a contract between the parties which detail agreed on terms and conditions, Service Levels as well as the actual service to be delivered to the customer.

Minimum requirements:

• 2-3 Years Min Drafting and Negotiation experience
• LLB Degree / Bcom Law may be considered

Duties:

• Negotiation, drafting, and execution of Service Schedules and Customer specific service level agreements
• Documenting Service Level Management processes and ultimately managing these processes
• Draw up and engage with Business, Suppliers and 3rd parties including multinational partners, for contracts of engagement and Service delivery and support
• Negotiate and implementing specific Service Level Agreements and Operational Level Agreements with the business units.
• Documenting and management of Change Management or Change Control procedures
• Proactively providing the optimal capacity to meet user demand on agreed service level provisions for all services
• Reviewing and updating SLA’s and OLA’s based on changes in business scenarios, infrastructure, quality characteristics and other sections of the service obligations to the End Customer
• Continuously monitoring and reviewing the actual SLA and OLA levels in the organization. Initiating and managing service improvement processes, or driving supplier process adherence and improvement.
• Create and distribute SLA and OLA reports to stakeholders.
• Ensure that business methodology is aligned to accepted best practice and industry standards.
• Continuous refinement of the business standards based on feedback from the user community, results of audits, QA finding and feedback from forums.
• Ensure the usability and availability of contract templates through automated means if possible.
• Provide ad-hoc advice and support regarding operational and legal matters (including audits) associated with customer agreements
• Collaborate with various departments, including Account Management, Solution Architects, Commercial, Contract Management, Legal, Product / Project Managers, Network engineers and other operational and technical departments
• Provide SLD and operational support for RFP bids, including formulating, structuring and negotiating bid responses
• Attend bi-weekly EDF meetings to represent SLM department

Core Competencies:

Skills/Behaviours/Knowledge

• Commercial Agreements
• Service Level Agreements
• Supply Chain Management
• Time Management
• Strong Analytical Skills
• Able to work independently
• Strong interpersonal skills
• Negotiation Skills
• Ability to work and manage in an ambiguous and changing environment
• Capacity to understand technical concepts and the ability to communicate it