What are the responsibilities and job description for the Service Level Manager position at Johnson Technology Systems Inc?
Service Level Manager
Position Description:
Responsibilities:
Serve as a Service Level Manager supporting customers at PD ALTESS. Provides full life cycle support including documentation, project management and customer relationship management for hosted customers at PD ALTESS.
- Works closely with technical teams to deliver customer requirements.
- Negotiates and prepares Service Level Agreements.
- Prepares cost estimates.
- Coordinates customer meetings and records meeting minutes.
- Creates and monitors project plans for various customer requirements.
- Provides interface between PD ALTESS and technical teams to manage projects to schedule.
- Uses BMC Remedy system to enter and monitor customer requirements.
- Participates in customer meetings and clearly communicates project status and issues to customers.
- Supports implementation and sustainment of customer environments with extensive use of Remedy for Change and Incident management. Tracks project schedules and interacts with customer and technical staff daily to manage ALTESS and customer requirements.
Required Skill Set:
- Excellent verbal and written communication skills. Familiar with Excel and MS Project software.
- 5-7 years experience providing project management support in a IT environment
Desired Skill Set:
Technical background is preferred but not required. PMP Certification helpful. Familiarity with ITIL v3 processes, particularly incident, change management and service level management.
Certifications:
- Project Management Professional (PMP) and/or ITIL v3 desired
Security Clearance: DOD Interim Secret as a minimum
Citizenship: US