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Job Detail

Service Level Manager
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About Company

Our client in the telecommunication industry is looking to hire qualified candidates to fill the position of a Service Level Manager.

Job Responsibilities

·    Determine and document requirements for new or changed services in SLRs, and manage and review them through the Service Lifecycle into SLAs for operational services

· Monitor and measure service performance achievements of all operational services against targets within SLAs

· Produce service reports

·Conduct service review and instigate improvements within an overall Service Improvement Plan (SIP)

· Review and revise SLAs, service scope OLAs, contracts, and any other underpinning agreements

· Develop, maintain and operate procedures for logging, acting and resolving all complaints, and for logging and distributing compliments

· Make available and maintain up-to-date SLM document templates and standards.


·          Bachelor’s degree

·  An Advanced degree in Management or Law may be substituted for two years of experience


·          More than 3 experience in managing SLAs is preferred

·          Understand portfolio and relationship to service delivery and able to handle situations when customer demands services outside the scope of the contract.

·          Excellent Customer Relationship Management skills

·          Proven negotiation skills

·  Excellent verbal and written communication skills in English and the local language

·   Advanced skills in Microsoft Office, Excel, MSWord and PowerPoint

·        At least 5 years of experience from Managed Services, Management Consulting or Project Management within the Telecom or similar industry