Description
The Service Management Advisor (SA) normally works independently, with coordination across Service Management delivery. Responsibilities include:
Interprets contract SLA’s, KPI’s and processes Monitoring SLA performance for compliance with organizational needs and requirements.Update, report and ensure compliance to SLA’s and KPI’sChecks progress against objectives, reports any deviationsIdentifies and seeks guidance on key process issues Identifies opportunities for process improvement and innovation across service areasConduct and facilitate root cause analysisManage account performance reports, evaluates trends and suggests Continual Service Improvement (CSI) guidance.Coordinate production of service area reports in a timely mannerApplies Service Management best practices across service areasFacilitating communication between the business and its clien...