Company: Union Bank of the Philippines
Position: Service Level Manager
Office Location: UnionBank Plaza - Ortigas, Pasig City
Job Summary: The Service Management Head manages the Service Desk, Incident and Problem, Service Level Management and Business Continuity Management unit of the department. Ensuring that service management policies, processes and procedures documentation is created, updated and maintained as well as communicating IT service management strategy, process and procedures across ITSG. Drive the development, implementation and continual improvement of service management policies and processes covering such areas as Change, Incident, Problem and Service life-cycle Management.
Duties and Responsibilities:
- Creates and negotiates the Service Level Agreements (SLA) with the business/customers.
- Drives creation of and reviews Service Level Agreements between ITSG and business stakeholders.
- Resolves conflicts/contention on service level measurement.
- Reviews completion of service management requirements and validates IT Domains have already reviewed and signed-off on the Service Transition Document for New Systems, and Enhancements.
- Issues regular reports on Service Performance and Achievements to service stakeholders.
- Drives resolving teams to initiate/create change requests to resolve incidents/problems and other issues affecting service level performance.
- Directing in the availability and capacity improvement initiatives of the domain owners by providing inputs and feedback to domain owners in the attainment of availability and capacity targets.
- Creates Operational Level Agreements (OLA) with IT support domains.
- Leads initiative for process reviews, (based on initial assessment of compliance, feasibility and relevance) of current Service Level, Capacity, Availability, Service Continuity and Problem Management processes.
- Reviews, Enhances and develops streamlined processes for Service Level, Capacity, Availability, Service Continuity and Problem Management
- Reviews changes made on Service Level, Capacity, Availability, Service Continuity and Problem Management PPMs, prior to sign-off.
- Collaborates with other SLMs in establishing regular capacity, availability and service continuity planning activities
- Provides regular updates to stakeholders and management on major incident resolution
- Leads identification of problems affecting service level and coordinates with the Problem Management Team/Manager on the resolution of the identified problem.
- Supports and assists the incident and problem management teams in reviewing and analyzing incidents, identify and review action items to prevent recurrence of the incidents and problems so as not to affect service levels.
Qualifications:
- More than five (5) years work experience
- Experience in stakeholder management of at least five (5) years
- Professional Certification/Training on ITIL v3 and up, SDLC, CISA, ISMS is a plus
- Experience IT service management, Project Management, IT governance, security/it controls, management skills, analytical skills and communication skills
