Service Level Manager

• Previous experience as DoDCP Board Secretary
• Proven ability to act as liaison between organisational entities and management of executive level reporting.
• Proven analytic skills and problem solving creativity on a variety of subjects of dissimilar nature;
• Extensive experience in the use of Microsoft Outlook, Excel, Word, PowerPoint, SharePoint and reporting tools;
• Good understanding of Information Technologies (IT), specifically extracting and leveraging data into information to support business decision making;
• Have experience in implementing guidelines, standards and procedures;
• Have experience in writing procedures, instructions;
• Proven ability to communicate effectively, orally and in writing;
• Proven ability to work under pressure in a complex environment;
• Excellent organisational skills;
• Care for details;
• Demonstrable team working ability. 

Training/Certifications: 
• ITIL Foundation (v3 or higher)

Duties:
Key:
• Manages dCIS reporting for the Agency, acting as liaison between NSII and SMC.
• Responsible for the Quarterly Service Level Report and managers the delegation of dCIS permissions.
• Acts as the cross-organisational DoDCP Board secretary Service Level Management
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions. 
Customer service support
• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues.
• Contributes to creation of support documentation.
Additional specific responsibilities for this post: 
• Participate in the design, development, implementation, standardisation and improvement of reporting processes using automated tools ranging from Excel to BI tools;
• Participate in the development, enhancement and usage of BI tools, management reporting processes, Governance reporting, dashboards, metrics and KPIs;
• Contribute to enhancing the overall quality of BI data and to the resolution of data quality, model or process issues, including coordinating with other functional and business areas.