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SLA Compliance Officer

3 weeks ago

Salisbury, Wiltshire, United Kingdom Hortor Full time
Job Title: SLA Compliance Officer

Job Summary:

Hortor is seeking a skilled SLA Compliance Officer to ensure that all service levels are met in accordance with best practices. The successful candidate will be responsible for building and maintaining strong relationships with stakeholders to understand their needs and gather feedback to improve the SLA process.

About the Role:

  • Service Requirements Analysis: Conduct thorough analyses of service requirements and compare them with SLAs to ensure compliance.
  • Reporting and Presentations: Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.
  • Stakeholder Relationship Management: Build and maintain strong relationships with stakeholders to understand their needs and gather feedback to improve the SLA process.
  • Service Improvement: Proactively identify opportunities for service improvement and recommend process enhancements, tools, or technologies.
  • Service Level Compliance: Ensure that all service levels are met in accordance with best practices.
  • Problem Management Support: Provide expert support for high-profile client issues, conducting root cause analysis and ensuring corrective actions are implemented.

Key Skills and Qualifications:

  • ITIL V4 Foundation Certification: Required, with further ITIL certifications desired.
  • Analytical and Reporting Skills: Experience in analytical and reporting techniques, supported by an understanding of statistics and quality management concepts.
  • Data Analysis Proficiency: Strong proficiency in data analysis and its application in service management.
  • Service Management Expertise: A solid understanding of service management principles and best practices.
  • Collaboration Skills: Ability to work collaboratively with cross-functional teams to achieve service excellence.
  • Organisational Skills: Detail-oriented with strong organisational skills to manage multiple priorities and deliverables.

Salary: £40,000 - £55,000 per annum, depending on experience.