Job Description

Description

The Service Management Advisor (SA) normally works independently, with coordination across Service Management delivery. Responsibilities include:

  • Interprets contract SLA’s, KPI’s and processes
  • Monitoring SLA performance for compliance with organizational needs and requirements.
  • Update, report and ensure compliance to SLA’s and KPI’s
  • Checks progress against objectives, reports any deviations
  • Identifies and seeks guidance on key process issues
  • Identifies opportunities for process improvement and innovation across service areas
  • Conduct and facilitate root cause analysis
  • Manage account performance reports, evaluates trends and suggests Continual Service Improvement (CSI) guidance.
  • Coordinate production of service area reports in a timely manner
  • Applies Service Management best practices across service areas
  • Facilitating communication between the business and its clien...

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