Digital Service Level Coordinator

Mid / Senior


Remote / Hybrid

Meytier Premier Employer

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About This Workplace

Meytier Partner

This is a Digital service level coordinator position responsible to ensure the efficient and effective delivery of one or more internal or contracted information technology services for which the incumbent has aspects of clear ownership and daily accountability. The incumbent provides guidance and results review through standards of measurements to ensure customer quality needs are met and programs are effectively implemented and maintained.

Key Responsibilities:

  • Performs all duties without close supervision. However, more complex assignments may require closer supervision and assistance.
  • Identifying and managing issue resolution between vendor service provider and Digital or other BU teams
  • Assist with regional issues and escalations.
  • Assist with monitoring service level agreements (SLAs) and key performance indicators (KPIs) on a daily/weekly/monthly basis and depending upon scope of work.
  • Through the digital business relationship facing organization, may engage with business partners and facilities to address issues and possible new business demand.
  • Periodically review standard operating procedures or contractual reporting requirements and provide updates and improvements.
  • Drive improvements to documentation and procedures as needed.
  • Assist with internal ITSM reporting.
  • Provide support for knowledge management related activities as needed.
  • Analyzing actual spend to measure and identify cost variances from contract.
  • Producing dashboards to report overall financial performance and business unit charge data.
  • Producing performance dashboards to show cost vs. benchmark.
  • Communicating metrics and performance reports to the business and digital organization via defined channels
  • Tracking and measuring price versus volume of spend to identify opportunities for volume discounts.
  • Managing a repository of in-scope contractual related documentation.
  • Monitoring change orders and contract updates to ensure compliance and completion.
  • The incumbent participates in the global delivery team with focus on providing consistent enterprise service. This includes participation in pre-negotiation planning, implementation and monitoring of service level agreements, and the ongoing management of operational aspects to provide the agreed levels of service. Participates in various update and governance meetings.
  • In conjunction with the digital service delivery analyst, digital service level managers, digital operations, and business units, works to understand their operations while responding to process partner needs with high priority to satisfaction and service.
  • Develops collaborative relationships while learning expertise and taking technical guidance from service delivery analysts. Where applicable to the engagement, coordinates and manages awareness programs and services to minimize the effects of business disruptions in a cost-effective manner.
  • This position may brief digital service delivery analysts, digital service level managers and digital Product or Service owners on status of issues affecting operations. An understanding and application of digital service level management within region and experience in the region is preferred.
  • This position requires a minimal amount of travel; up to 20% of work time.
  • Employee is also responsible for performing other job duties as assigned by management from time to time.
  • Background/Experience:
  • 4 years bachelor's degree preferably in computer science, information systems, finance, marketing, communications, engineering or related field
  • The incumbent should be knowledgeable of the latest technology; computing hardware and software; and current development processes and tools.
  • Strong accountability, planning/organization, and teamwork
  • Highly developed interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
  • Excellent oral and written communication skills

Desired Profile:

  • Strong analytical ability, judgement, and problem analysis techniques
  • Great verbal and written communication skills to collaborate cross functionally and enhance scalability
  • Interpersonal skills with the ability to work effectively in a cross functional team
  • Thrive in a fast-paced environment that delivers results and has fun
  • Knowledge of object-oriented programming, data structures and algorithms
  • Knowledge of cloud computing concepts

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