Senior Officer: Service Catalogue and Service Level …, Eco-Park Estate

is responsible for maintaining the Service Catalogue, ensuring that the Service Level and Operational Level Agreements are appropriate, and aligned for meeting the agreed service level targets, and monitoring and reporting the achieved service levels to all stakeholders.

Key Performance Areas

Service Level Management

• Responsible for the current and future service requirements of customers are identified, understood and documented in SLA and SLR documents.
• Negotiate and agree levels of IT Service to be delivered.
• Negotiate, agree and maintain the Operational Level Agreements (OLAs) that underpin the SLAs with the IT Provider.
• Provide input to Third Party Supplier or Contract Management relationships related to Service Targets and ongoing Performance that underpin SLAs.
• Ensure that service level reports are produced and that breaches of SLA targets are highlighted, escalated to the relevant senior management to prevent recurrence.
• Ensure that service performance reviews are scheduled, carried out with stakeholders regularly and are documented with agreed actions progressed.
• Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided to customers.
• Provide measurement, recording, analysis, and improvement of Customer Satisfaction.
• Monitor the Service Level Management process.
• Audit the Service Level Management process.
• Ensure that reports on Service Performance and Achievement to the Business Unit and IT Processes are produced regularly and at an appropriate level.

Service Catalogue Management

• Document and publicize the process. 
• Responsible for ensuring that the Service Catalogue is available, accurate, and meets IT Service Provider and End User needs. 
• Ensure that Service Catalogue assessment reviews are scheduled, carried out with customers regularly and are documented with agreed actions.
• Ensure each service has an identified Service Owner and Provider.  
• Audit the Service Catalogue Management process. 
• Escalate to the Service Catalogue Management Process Owner where the process is not fit for purpose.

Quality Assurance

• Conduct regular audits of service desk interactions, analysing registered calls, customer care emails, password reset emails and ticket resolutions to identify areas for improvement.
• Collaborate with Service Desk Team to provide constructive feedback, coaching, and training to enhance performance and ensure consistency in service delivery.
• Actively identify trends, patterns, and root causes of service issues, working cross-functionally to implement corrective actions and preventive measures and increase First Call Resolution (FCR).
• Participate in service desk quality improvement initiatives, contributing insights to enhance workflows, tools, and knowledge management.
• Collaborate with other departments to ensure alignment of quality assurance initiatives with overall organizational objectives and customer satisfaction goals.
• Monitor, evaluate and score Service Desk calls against established quality assurance standards.
• Review, evaluate, and score open and closed tickets against established quality assurance standards.
• Ensure the Service Desk agents adhere to predetermined quality assurance standards and the business's standard operating procedures.
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures.

Reporting

• Prepare and submit reports as and when required to provide progress updates and/or inform management decisions.
• Develop reports or procedures and guide the process through the alignment of the documents to the overall RAF’s Strategy.

Stakeholder Management

• Facilitate and manage communication with relevant internal and external stakeholders in relation to investments and proactively and progressively manage the relationships.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in IT related qualification.
• Certification in ITIL foundation V3 or Higher.
• Certification in ITIL Intermediate Service Design or ITIL Service Offerings and Agreements V3 or Higher.
• Relevant 4 years’ experience in an ICT interactive client support environment managing SLAs, OLAs and ICT service catalogue.

Technical and behavioral competencies required.

• Planning, Organising and Coordinating.
• Personal Mastery.
• Judgement and Decision Making.
• Ethics and Values.
• Client Service Orientation.
• Communication skills.
• Listening skills.
• Initiative.
• Telephone.
• Conflict management.

NB: “RAF offers Total Employment Cost packages with no additional contributions from the Employer, successful candidates are required to structure their packages in a manner that will suit their needs”.