Service Level Management Consultant
Role Mandate:
Provides Service Level Management and SRE (SLO/SLI) consulting services and technology/industry expertise in support of business and enterprise needs. Acts as a consultant in collaboration with the project team in strategy and planning sessions to revamp the Service Level Management process. The purpose of this role is to collect input and move the current manual process and platform it to ServiceNow.
Role Responsibilities (including but not limited to):
• Participates in requirements gathering, definition of detailed requirements, process implementation and onboarding into ServiceNow, and user accepted testing
• Acts as a subject matter expert on Service Level Management process for both application level and business service levels
• Acts as a subject matter expert on ServiceNow platform
• Understands SRE frameworks to ensure the highest level of SLA through operational excellence
• Experience implementing SLM/SLO processes
• Facilitating multiple calls and lead the initiative for the team
• Putting together presentations to present a roadshow of upcoming pipeline and expectations
• Contribute to the positive team culture, demonstrate thought-leadership, value diverse ideas, partner with cross functional and remote teams
• Working on documentation and collecting input on how to improve and make the implementation valuable
• Through active engagement and communication with cross-functional partners and team members, effectively help develop colleagues by sharing your expertise, present and articulate ideas and collaborate on technical developments
• Have a keen sense of urgency and a desire to work in a fast-paced dynamic environment to deliver solutions against strict timelines
• Be empowered to try novel approaches and learn innovative technologies
• Contribute innovative ideas, create solutions, and be accountable for end-to-end deliveries
• Act as a leader and communicator: through active engagement and communication with cross-functional partners and team members
• Effectively help develop colleagues by sharing your expertise, present and articulate ideas and collaborate on technical developments
Must-Have Skills:
• Knowledge of ITIL 4
• Experience with Service Level Management process
• Familiar with Incident Management ISRM guidelines adhering to SLO’s and SLI’s
• Deploy playbooks to achieve MTTR and MTTI
• Experience working in Service Level Management on Platform in ServiceNow
• Familiarity with Business Service Mapping
• Working knowledge of Site Reliability Engineering (SRE)
• Some form of Project Management experience to lead this initiative
Nice-to-Have Skills:
• Former banking / FI experience
• Experience in similar role
• ITIL experience – completion of foundations course
Soft Skills:
• Strong verbal and written communication skills – working with executives within the bank
• Strong attention to detail
• Ability to work independent and within a group
• Leadership skills
Educational Background:
• Post-secondary diploma / degree preferred