IT Service Level Manager Job Vacancy in PI Industries Ltd. Gurgaon, Haryana – Updated today

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Full Details :
Company Name : PI Industries Ltd.
Location : Gurgaon, Haryana
Position :

Job Description : Position Description

Business Division:
PI
Department:
IT
Location:
Gurgaon

Position Title:
IT Service Level Manager
Level:
Manager
Reporting to (Title):
Head – IT Operations

Position Purpose

The role of IT Service Level Manager is to ensure that all service level agreements (SLAs) for information technology services across PI are delivered according to specifications. The role holder will be involved in developing, managing, and administering best practices in the area of service management. The position holder will facilitate communication between IT department and its clients (internal or external) in order to define SLAs and initiate follow through actions required to improve or maintain agreed service levels.
Strategic Responsibilities
Along with the Head-IT Operations, formulates, negotiates and gets buy-in and maintains an appropriate SLMstructure for PI Industries.
Assists IT leadership team in entrenching a “business and service culture” within IT at PI.

Provides inputs for annual operational plans and budgets along with the Head IT Operations
Operational Responsibilities

Process Documentation
Drafts appropriate policies, procedures and guidelines related to SLM at PI.
Defines and documents the Global Standard KPIs, reporting and key controls for the Service Level Management process.
Serves as the owner of the standard Service Level Management process documentation.

Service Management

Creates and maintains a Catalogue of Services in PI.
Ensures all service requests / tickets raised are responded to and tracked to closure as per SLA.
Escalates Level 2 and Level 3 issues to appropriate owners and ensures resolution.
Analyzes root causes of issues and identifies actions to correct the same.
Act as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer(internal or external), reduced Levels of Service over a period of maintenance required by the Service Provider etc.)

Performance Management
Organises and maintains the regular Service Level review process along with Head-IT Operations
Analyses and reviews service performance against the SLAsand OLAs.
Ensures that appropriate changes are assessed for their impact on service levels within IT

Vendor Relationships

Builds and nurtures relationships with suppliers and vendors related to service and ensures evaluation of service level agreements and contract terms , provide inputs for performance improvement.

Audit

Review non conformances as identified in internal / external audits and ensure implementation of action plans for closure of gaps identified.

MIS & Reporting

Produces and publishes regular reports on service performance and achievement to Management.
Financial Responsibilities
Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base in PI
Manages monitors, adheres and optimizes budgets allocation for the department.
Participate in critical price negotiations with vendors, to achieve the target cost savings.
People Responsibilities
Lead professional development through continuous learning and development initiatives in PI
Provide training and education on Service Level Management to Cross Functional Teams.
Education Qualification
Degree in Information Technology or Computer Science – B.Tech., B.E, MCA, M.Sc. IT
ITIL Certification required / Certifications in Asset management / Networking / Hardware and associated disciplines will be added advantage.
Work Experience
5-8 years of experience in Service Level Management in corporate set up
Knowledge of Symphony Summit would be an added advantage
Industry to be Hired from

Any
Functional Competencies
Thorugh understanding of the ITIL Framework and concepts and experience in applying ITIL best practices to practical issues
Good understanding of the organization’s IT infrastructure, services provided and customers/users
Good understanding of KPIS related to IT Services and application
Good knowledge of Data Analysis (Statistical, numerical and analytical principles and processes)
Working knowledge of drafting policy and procedure documents
Knowledge of IT disciplines such as data processing, hardware platforms, enterprise software applications, database administration and outsourced system
Excellent Project management skills ( Project planning, resource allocation and management, project monitoring, reporting)
Advanced Skills in MS Office
Interaction Complexity and Team Work

Interaction
Frequency
Purpose of Interaction

Internal :
IT Team ( Infra Support Team/ Site Infra Team / BI&M/ App Dev and Integartion) , Finance, SCM,HR, Business Leaders in different Business Units
As and when required
SLM Planning and delivery, Procurement planning and delivery, MIS/reporting, Budgeting, Escalation management

Auditors, Vendors Government authorities , External Agencies and Knowledge Partners, Consultants, Trainers
As and when required
For Audits, for procuring materials and negotiating prices and for Knowledge Aquisition

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