(Cen) Service Level Management Analyst

hace 2 semanas

Monterrey, 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 quality-of-service 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 performance-related 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 problem-solving skills: Strong analytical skills to gather and analyze performance data, identify trends, and make data-driven 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

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