Service Level Manager

hace 3 semanas

Mexico City Zebra A tiempo completo

Remote Work: Yes


Overview: At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.
We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.
Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.
Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

Service Level Manager will be responsible for maintaining and improving the quality of service provided by Zebra to its customers. This involves monitoring service level agreements (SLAs), ensuring that performance targets are met, and communicating with both internal teams to address any issues and make improvements. The Service Level Manager also plays a key role in identifying areas for service enhancement and implementing strategies to meet or exceed customer expectations.


Responsibilities:
  • Defining, and documenting service level agreements (SLAs)
  • Collaborating with stakeholders to establish and refine service level requirements for various services or products.
  • Monitoring and reporting on service performance against agreed-upon SLAs, identifying any deviations and taking corrective actions as necessary.
  • Communicating with internal teams and external vendors, to ensure that service levels are consistently met or exceeded.
  • Identifying areas for service improvement and working with relevant teams to implement necessary changes.
  • Conducting regular reviews of service levels and making recommendations for enhancements to meet changing business needs.
  • Leading initiatives to align service delivery with the organization's overall business objectives.
  • Providing guidance and support to teams working to deliver services within the defined SLAs.
  • Developing and maintaining key performance indicators (KPIs) to measure and track service performance.
  • Collaborating with stakeholders to address any service-related issues or concerns and ensure customer satisfaction.
  • Ensuring that adequate monitoring and reporting mechanisms are in place to track service performance and compliance with SLAs.
  • Developing and maintaining a service catalogue that outlines the available services, their features, and associated SLAs.
  • Identifying and mitigating potential risks that could impact service delivery and performance.
  • Working closely with service and operational teams to align processes and resources in support of service level objectives.
  • Playing a key role in the continuous improvement of service delivery through data analysis, trend identification, and the implementation of best practices.
  • Representing the service management function in meetings, discussions, and negotiations related to service levels and performance

Qualifications:

  • Education: A bachelor's degree in a relevant field such as business administration, information technology, or a related discipline.
  • Critical skill of presentation: ability to create PowerPoint presentations that contain the stories of how the indicators have been improving/implementing along with the reasons for it for executives and customers senior staff
  • Experience:
    • At least 4 years of experience in service management, service delivery, or related roles, with a strong understanding of service level agreements, key performance indicators, and IT service management frameworks such as ITIL (ideally certified in ITIL 3 or 4).
    • Experience implementing Service Level Management
  • Communication Skills: Excellent verbal and written English communication skills are essential for effective interaction with internal teams and external stakeholders, this position will have meetings with executives and customers senior staff
  • Analytical Skills: The ability to analyze performance data, identify trends, and make informed decisions to maintain or improve service levels.
  • Negotiation Abilities: Proficiency in negotiating and defining service level agreements in alignment with business requirements and customer expectations.
  • Customer Focus: A focus on understanding and meeting customer needs, ensuring a high level of customer satisfaction with the services provided.
  • Project Management: Familiarity with project management principles and methodologies to facilitate the implementation of service level management processes and improvements.
  • Leadership: Capability to lead and motivate teams, drive collaboration across departments, and align efforts to meet service level objectives.
  • Technical Understanding: An understanding of relevant technologies, systems, and tools related to service management and performance monitoring.

Qualifications:
  • Bachelor's degree
  • 5-8 years experience
  • Six Sigma Green Belt preferred or in progress
  • Demonstrated knowledge with functional processes in assigned BU. Preferred - some experience as an incumbent worker
  • Demonstrated working knowledge/experience using basic change management principals and approaches. Formal training preferred


To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. You can always verify the validity of a job posting or recruiter interaction by contacting us at If you are a victim of identity theft contact your local police department.

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