Functieomschrijving The Service Level Analyst ensures that Dimension Data delivers on contractual agreements with clients as it relates to service performance metrics, reports and performance analytics. They typically deal with a small number of large clients or can be assigned to specific client accounts on behalf of a region. In some instances, they may be assigned to one or more large clients with a complex delivery environment.
The Service Level Analyst is responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contracts in support of the Client Delivery Manager.
Skills and attributes
Relationship Management
Customer Service Support
Contract management
Service level management
ITIL Process Management
Supplier Management
Requirements Education required
Relevant degree (business management, technology, etc)
Certifications required
ITIL
Work experience required
At least 3 years’ experience in a similar role in a managed services environment
Demonstrated client engagement experience with the ability to interact with a variety of stakeholders, including senior level
Experience in a managed services and/or support services environment requiring commercial and business acumen
Experience identifying and developing mechanisms for improved service delivery
Ability to operate on own and as part of a larger team
Sound knowledge of incident and problem management processes
