Service Level Analyst (L3)

Want to be a part of our team?

Analyzes complex business problems and issues using data from internal and external sources to provide insight to decision-makers.

Identifies and interprets trends and patterns in datasets to locate influences.

Constructs forecasts, recommendations and strategic/tactical plans based on business data and market knowledge.

Creates specifications for reports and analysis based on business needs and required or available data elements.

May provide consultation to users and lead cross-functional teams to address business issues.

May directly produce datasets and reports for analysis using system reporting tools.

May be internal operations-focused or external client-focused, working in conjunction with Professional Services and outsourcing functions.

Working at NTT

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

Want to be a part of our team?

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

Working at NTT

The Service Level Manager is responsible for the quality and integrity of the Service Level Management process. He/she is the interface to the customer and to the other process managers.

Key Roles and Responsibilities:

• Formulates and agrees with an appropriate Service Level Management structure for the organization, to include:
• Service Level Agreement structure (e.g. Service based, Customer based or Multi -Level)
• Operational Level Agreements with the Service Provider
• Third Party Supplier / Contract Management relationships to the Service Level Management Process
• Accommodating any existing Service Improvement Plans / Programs within the SLM process
• Negotiates and agrees with the Service Level Agreements with the Customer.
• Negotiates and agrees with the Operational Level Agreements with the Service Provider.
• Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services.
• Analyses and reviews Service Performance against the SLAs and OLAs.
• Organizes and maintains the regular Service Level review process with both the IT Customer and Service Provider which covers:
• Review outstanding actions from previous Reviews;
• Current Performance;
• Reviews Service Levels and targets (where necessary);
• Reviews underpinning agreements and OLAs as necessary
• Agree with appropriate actions to maintain / improve Service Levels.
• Initiates any actions required to maintain or improve Service Levels
• Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
• Acts as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
• Ensures that appropriate changes are assessed for their impact on service levels
• Carries out the Process Manager responsibilities for the Service Level Management process

Knowledge, Skills, and Attributes:

• Strong analytical, problem-solving, and communication skills
• Strong Excel skills
• Detail-oriented
• Ability to work independently
• Ability to collaborate across multiple teams and build sound working relationships
• Excellent listening, communication, interpersonal, and presentation skills
• Understanding of current data protection and privacy laws

Academic Qualifications and Certifications:

• Relevant Bachelors degree
• Relevant certifications
• ITIL Certifications
• ITSM experience

Required Experience:

• Demonstrated experience working in an analytics capacity
• Demonstrated experience working with data collection tools and software
• Experience producing Excel-based reporting

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What will make you a good fit for the role?

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category