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| Job Requirements |
| Title |
Service Level and Continuity Specialist |
| Role |
Service Level and Continuity Specialist Gibraltar |
| Category |
Internet jobs in Spain
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| Location |
Gibraltar
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| Company |
RecruitGibraltar , Vacancies
[
- - ] (Posted on Fri 04 January 2008 02:56 pm) |
| Experience |
No preference |
| Educational Qualification |
No preference |
| Skills |
Word processing
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| Salary |
- - |
| Career Level |
Entry Level (less than 2 years experience) |
| Job Type |
Permanent
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| Job Status |
Full Time
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| Service Level and Continuity Specialist |
Our client is searching for a Service Level and Continuity Specialist to report to the Delivery Team Lead. Responsible for the implementation and maintenance of the Service Level Management (SLM) process to the levels required and authorized by the business.
You will be responsible for the implementation and maintenance of the ITSCM processes in accordance with the overall requirements of the organization’s Business Continuity Management process and to represent the IT Services function within the Business Continuity Management process.
MAJOR DUTIES AND RESPONSIBILITIES
• Creates and maintains a catalogue of existing services offered by the organization
• Formulates, agrees and maintains an appropriate SLM structure for the organization, to include:
o SLA structure (e.g. Service based, Customer based or multi-level)
o OLAs within the IT Provider organization
o Third Party Supplier/Contract Management relationships to the SLM Process
o Accommodating any existing Service Improvement Plans/Programmes within the SLM process
• Negotiates, agrees and maintains the Service Level Agreements with the Customer
• Negotiates, agrees and maintains the Operational Level Agreements with the IT provider
• Negotiates and agrees with both the Customer and IT Provider any Service Level Requirements for any proposed new/developing services
• Analyses and reviews service performance against the SLAs and OLAs
• Produces regular reports on service performance and achievement to the Customer and IT provider at an appropriate level
• Organizes and maintains the regular Service Level review process with both the IT Customer and IT provider which covers
o Reviewing outstanding actions from previous reviews
o Current performance
o Reviewing Service Levels and targets (where necessary)
o Reviewing underpinning agreements and OLAs as necessary
o Agreeing appropriate actions to maintain/improve service levels
• Initiates any actions required to maintain or improve service levels
• Conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees and controls any amendments necessary
• Acts as co-ordination point for any temporary Changes to service levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the IT provider etc.)
• Develop and manage the ITSCM plan to ensure that, at all times, the recovery objectives of the business can be achieved.
• Ensure that all IT Service areas are prepared and able to respond to an invocation of the Continuity plans.
• Maintain a comprehensive IT testing schedule.
• Undertake quality reviews of all procedures and ensure that these are incorporated into the testing schedule.
• Communicate and maintain awareness of ITSCM objectives within the business areas supported and IT Service areas.
• Undertake regular reviews, at least annually, of the Continuity plans with the business areas to ensure that they accurately reflect the business processing environment.
• Negotiate and manage contracts with providers of third party recovery services.
• Manage the IT Service delivery during times of crisis including:
o Co-ordination with the crisis control team
o Invocation of the appropriate recovery facilities
o Resource management, direction and arbitration
o Recovery site management.
QUALIFICATIONS AND EXPERIENCE
Essential
• ITIL Practitioner Certified
• Degree level education
• Significant vocational experience (backed up by formal training)
• Demonstrated 3+ years previous experience in fields of Service
Desirable
• ITSM Manager Service Support / Service Delivery
• Prince2 Foundation
• Change release management experience
• Analysis and Decision Making Certification Professional.
Salary is £30k - £45k plus package
Tel - (0034) 952 477 594
Fax - (0034) 952 663 852
www.recruitspain.com
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