Service Level Manager – Maersk Line – Maidenhead

The Transport & Logistics Division of the A.P. Moller – Maersk Group is dedicated to delivering the highest level of customer-focused and reliable ocean transportation services. Our vision, built from a strong heritage of uprightness, constant care, and innovation, has guided our business operations since the first Maersk vessel sailed in 1904. By remaining committed to that vision we have expanded our business to become the world’s largest ocean carrier. And we are consistently recognized as the most reliable container shipping company in the world. Maersk Line offers a competitive salary and good benefits package (details dependent on working location).

Maersk has embarked on a transformation journey, focusing on a long-term strategy in Transport & Logistics to remain best in class in an industry that is increasingly volatile. At the very core of this strategy lie Digitization and IT. Viewed as a significant enabler of our company strategy, Digitization and IT are taking center stage in our aspiration to secure sustainable growth of our businesses in the Transport & Logistics Division. We actively engage the business and deliver its needs while undergoing our own transformation.

We aim to be a world-class professional IT organization that delivers business value through automation, standardization, increased forecasting capabilities and proactive handling of the market. These are levers that our leadership rely on to maintain a strong and stable presence in the market. We further aim to establish one global platform on which we effectively build systems that allow us to differentiate from our competitors in the market.

We offer
Maersk Line is a highly international and inspiring environment with an attractive value proposition for its employees. Our package consists of an externally benchmarked salary, pension scheme, 25 days holiday a year and a number of other attractive benefits.

Key responsibilities
The key purpose is to define, agree, document, review, and manage appropriate service levels for ITSOE Services. To establish SLA reporting where not in place based on contractual agreements and perform service level review meetings and governance to actively monitor IT service based SLA’s in place. Compilation and maintenance of SLA matrix across services

– Accountable for establishing the policy, process and procedures for the Service Level Management process in conjunction with Process and Service Owners
– Establish a SLA were not in place scoped to contractual agreements
– Ensure availability and stability of the service (SLAs), making sure that resources are properly used and initiating corrective action when necessary
– Responsible for the escalation of issues and conflicts in relation to the Service Level Management process and its interfaces with other ITIL disciplines and other service or business functions
– Responsible for ensuring that processes are fit for purpose, efficient and effective and align with business requirements
– Responsible for ensuring that service SLA reports are produced as per scope
– Responsible for ensuring that service performance reviews are carried out as scheduled and that agreed actions are progressed based on scope
– Responsible that the current and future service requirements of customers are identified, understood and documented in SLA and SLR documents
– Responsible for ensuring that targets agreed within underpinning agreements are aligned with SLA and SLR targets
– Responsible for ensuring that service reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
– Have an awareness of business requirements and strategy
– Validation and coordination to set up SLAs in service now
– Compilation and maintenance of ITSOE SLA matrix across services
– Preparation of SLM Dashboards as per services in scope
– Preparation and regular review of OLA documents with service owners
– Facilitating Governance and Service level performance meeting with vendors on agreed framework
– Review vendor monthly reports, discuss, align prior to the Governance meeting
– Validate, review and set up new service levels and reporting

We are looking for
– Proven experience in Application and Infrastructure IT service global organisation working with global IT vendors
– Extensive experience in developing and managing SLA and OLA reports on service management
– Ability to devise SLM strategy and prioritize deliverables
– ITIL Expert and exposure to SLM process at operational level
– Experience with Service Measurements, setting up SLAs, OLAs and performance KPIs per process and linking with Service Management objectives
– Ability to drive process teams to understand SLA reporting situation, explores options and come to consensus on preferred solution
– Hands on experience in ITSM SLM and Reporting (SNOW) and excellent excel skills
– Ability to work with vague requirements to build prototypes/sketches and go through multiple iterations before agreeing on a workable solution
– Coduct SLM education sessions to IS department at various level
– Good presentation skills and managing stakeholders with conflicting priorities
– Ability to work with offshore/onshore teams
– Analytical acumen, attention to detail, good sense of visual representation
– Excellent in stakeholder engagement and address SLA reporting and data quality issues
– Engage with process owners to create/improve reports
– Prepare SLM dashboards working with reporting analysts

Please click here to Apply Online

Related Job Ads: