Service Level Management Analyst

hace 1 semana

Monterrey, Nuevo León, México CEMEX A tiempo completo
The Service Level Management Analyst ensures the adoption of Performance and Service Level Agreements within GES.

Coordinates the development of the Performance Management strategy within GES well as implement Service Level Management (SLM) practices across the organization.

Is responsible of governing the SLM lifecycle, including definition, documentation, implementation, measurement, reporting and changes on Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) for both retained and outsourced services.

Additionally, manages the Performance Management processes for outsourced services.

Main Responsibilities:

  • Adoption of Performance and Service Level Agreements (SLAs): Ensure the adoption and adherence to Performance and Service Level Agreements within GES, establishing clear expectations and targets for service performance.
  • Development of Performance Management strategy: Coordinate the development of the Performance Management strategy within GES, aligning it with organizational objectives and ensuring continuous improvement of service performance.
  • Implementation of Service Level Management (SLM) practices: Implement Service Level Management practices across the organization, including the definition, documentation, implementation, measurement, reporting, and changes on SLAs and OLAs for both retained and outsourced services.
  • Governance of the SLM lifecycle: Govern the entire Service Level Management lifecycle, overseeing the definition, documentation, implementation, measurement, reporting, and changes on SLAs and OLAs. Ensure that SLAs and OLAs are effectively managed and reviewed for continuous improvement.
  • Performance Management for outsourced services: Manage the Performance Management processes for outsourced services, ensuring that the performance of outsourced service providers aligns with contractual obligations and SLAs.
  • Provide analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLA's), and proactively manage goal delivery in alignment with the performance expectations of the organization.
  • Utilizes operational performance data to characterize opportunities for improvement, and works in partnership with senior leaders and operational groups to drive process optimization and efficiency.
  • Ensures day to day analysis and reporting of all service metrics.

Position Challenges:

  • Balancing stakeholder expectations: Managing and aligning the expectations of different stakeholders, including internal teams and outsourced service providers, to establish realistic SLAs and drive service performance improvement.
  • Ensuring compliance and quality: Ensuring compliance with SLAs, OLAs, and regulatory requirements to align with the qualityofservice delivery and meeting customer expectations.
  • Handling complex SLA negotiations: Dealing with complex SLA negotiations, considering various factors such as service capabilities, resources, and business requirements, to establish mutually beneficial agreements.
  • Managing performance in a dynamic environment: Adapting to changing business needs, technological advancements, and market dynamics to effectively measure, monitor, and improve service performance.
  • Collaborating with multiple stakeholders: Collaborating with internal teams, outsourced service providers, and other relevant stakeholders to drive performance improvements and resolve any performancerelated issues

Qualifications:

  • Strong understanding of

Service Level Management:

In-depth knowledge and experience in Service Level Management practices, including the definition, documentation, implementation, and measurement of SLAs and OLAs.


  • Performance management expertise: Proficiency in performance management frameworks, methodologies, and tools to establish performance targets, measure performance, and drive continuous improvement.
  • Contract and vendor management skills: Ability to negotiate and manage contracts, establish SLAs, and effectively monitor the performance of outsourced service providers.
  • Analytical and problemsolving skills: Strong analytical skills to gather and analyze performance data, identify trends, and make datadriven decisions for performance improvement.
  • Excellent communication and negotiation skills: Effective communication and negotiation skills to collaborate with internal and external stakeholders, resolve conflicts, and drive alignment on SLAs and performance targets.

Internal/External Relations:

INTERNAL

  • GES internal teams: Collaborate with GES VCoE leads and BRMs, Service delivery Leaders, P&IT teams, and Global Process Owners, to establish and monitor SLAs, gather performance data, and drive performance improvement initiatives.
  • Outsourced service providers: Engage with outsourced service providers to establish and review SLAs, monitor performance, trigger Service Level Credits review and address any

  • VM Performance Management Analyst

    hace 1 semana

    Monterrey, Nuevo León, México Avasant A tiempo completo

    Position Description (Role) - VM Performance Management AnalystPosition Title: VM Analyst, VM Analyst II, VM Senior AnalystSummary: The VM Performance Management Analyst is responsible for executing day to day Performance Management vendor governance services.Background: VMO organizations are becoming strategic in nature and expected to deliver the full...

  • Service Desk Level 2 Analyst

    hace 1 semana

    Monterrey, Nuevo León, México DYOPATH A tiempo completo

    DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is...

  • Tech Service Management

    hace 1 semana

    Monterrey, Nuevo León, México British American Tobacco A tiempo completo

    BAT is evolving at pace - truly like no other organization.To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journeyBAT MEXICO IS LOOKING FOR TECH SERVICE MANAGERSENIORITY LEVEL:ManagementFUNCTION: Digital Business Solutions - IDTLOCATION:Monterrey, MexicoROLE...

  • Service Desk Level 1 Analyst

    hace 1 semana

    Monterrey, Nuevo León, México DYOPATH A tiempo completo

    DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is...

  • Service Catalog Specialist Mid Level

    hace 1 semana

    Monterrey, Nuevo León, México WSP International A tiempo completo

    Seniority: Mid LevelEnglish Level: AdvancedSummary: The Service Portfolio Analyst acts as Subject Matter Expert (SME) on GES Service Catalog provided in a global and crosstower organization, ensures that Finance, Accounting and HR Services are well structured and clearly defined to ensure adequate communication amongst service delivery organizations and...

  • IT Service Management Specialist

    hace 1 semana

    Monterrey, Nuevo León, México MAHLE A tiempo completo

    In 2021, MAHLE with its more than 71,000 employees, generated sales of around EUR 11 billion and with its 160 locations, including 12 large research and development centers, is represented in more than 30 countries. Come join our team at MAHLE #StrongerTogether Responsible for the implementation of all IT Service Management processes within the Service Tower...

  • Service Desk Analyst

    hace 1 semana

    Monterrey, Nuevo León, México DYOPATH A tiempo completo

    Title: Service Desk Analyst - Level - Work Location: Monterrey, N.L - ONSITE_ Status: Fulltime with Benefits_ Shift: 4:00AM to 1:00PM_ Salary: 15K 19K MXN monthly depending on experience_ Require: _ Bilingual Advanced English speaking/written skills_Job Summary:About Us:DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations...

  • Service Desk Analyst Ii

    hace 1 semana

    Monterrey, Nuevo León, México DYOPATH A tiempo completo

    DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is...

  • Workforce Management Traffic Analyst

    hace 1 semana

    Monterrey, Nuevo León, México Conduent de Mexico S.A. de C.V. A tiempo completo

    Workforce Management Intraday TrafficWFM Traffic is the person responsible for the centralized tasks of KPI & Performance management and strategy determination and adjustment in regards to capacity as part of the Intraday Management task. Besides this WFM Traffic assures the Adherence & Attendance monitoring approach of the WFM RTA is in line with the...

  • Manager Service Governance

    hace 1 semana

    Monterrey, Nuevo León, México CEMEX A tiempo completo

    The Service Governance Manager fosters effective service delivery within GES. Coordinates the development of the sourcing strategy and service catalog, as well as implement service management practices across the organization. Is responsible of governing the service lifecycle, including planning, design, operation, service level management, and support....

  • Service Desk Level 1 Analyst

    hace 1 semana

    Monterrey, Nuevo León, México DYOPATH A tiempo completo

    DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is...

  • Service Desk Level 1 Analyst

    hace 1 semana

    Monterrey, Nuevo León, México DYOPATH A tiempo completo

    DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is...

  • Service Specialist

    hace 1 semana

    Monterrey, Nuevo León, México Worldwide Express A tiempo completo

    PURPOSEThe Service Specialist I position is designed to be an integral part of the Operations Account Teams. This position focuses on providing level one support for customers by focusing on continuous improvement, efficiency and providing a consistent level of service for customers and support for Account teams. In addition, the Service Specialist I...

  • Service Desk Analyst

    hace 1 semana

    Monterrey, Nuevo León, México DYOPATH A tiempo completo

    Title: Service Desk Analyst Work Location: Monterrey, N.L ONSITE_ Status: Fulltime with Benefits_ Shift: Within 4AM to 9PM Weekends between 9AM to 7PM shift to be determined_ Hours per Week: 42.5_ Salary: 17K 19K MXN monthly depending on experience_ Require: _ Bilingual Advanced English speaking/written skills_Job Summary:About Us:DYOPATH, a leading...

  • IT Service Management Specialist

    hace 1 semana

    Monterrey, Nuevo León, México AzkaIT A tiempo completo

    AZKAIT is a Mexican company that seeks and connects the best IT talent with Latin American and United States companies.We are looking for your talent as IT Service Management Specialist (SMS)Responsible for the implementation of all IT Service Management processes within the Applications Service Unit. The role will also collaborate with multiple IT and...

  • Service Specialist

    hace 1 semana

    Monterrey, Nuevo León, México Wwex Group A tiempo completo

    Posted Friday, April 12, 2024 at 5:00 AM PURPOSE The Service Specialist I position is designed to be an integral part of the Operations Account Teams. This position focuses on providing level one support for customers by focusing on continuous improvement, efficiency and providing a consistent level of service for customers and support for Account teams. In...

  • Service Desk Level 1 Analyst

    hace 1 semana

    Monterrey, Nuevo León, México DYOPATH A tiempo completo

    DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is...

  • Delivery Management Analyst Ii

    hace 1 semana

    Monterrey, Nuevo León, México CONDUENT A tiempo completo

    Sobre Conduent: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where...

  • Real Time Analyst Rta

    hace 1 semana

    Monterrey, Nuevo León, México ContactPoint 360 A tiempo completo

    Â'¢ Â Â Â Â Â Â Real-Time Monitoring: Monitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using real-time monitoring tools and reports to keep track of the current state of operations.'¢ Â Â Â Â Â Â Adherence Management: Ensure that...

  • Workforce Management Traffic Analyst

    hace 3 días

    Monterrey, Nuevo León, México Conduent de Mexico S.A. de C.V. A tiempo completo

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...