Discovery – Health Systems

Service Level Manager

About Discovery 

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Health Systems

The Discovery Health Systems (DHS) is a world class software development house that enables the Discovery Health Business to use digital transformation as a competitive advantage. It focuses on rapid quality software delivery. Innovation and excellence are key attributes to all our initiatives. The skills and expertise in the team allows diverse product development on all strategic, tactical and operational changes. Our environment is fast-paced and demands energy, drive, enthusiasm, ownership and creativity, but it rewards with an extremely fulfilling and stimulating environment that actively supports career growth and development. 

Key Purpose

Manage Service Level Agreements and Operational level agreements for IT services managed by DHS. Document SLM process, manage the process, draw up and engage with business, support partners and 3rd parties (incl. multinational partners), the contracts of engagement and service delivery and support.

Areas of responsibility may include but not limited to

• Establish, implement, and manage our catalog of services.
• Drive opportunities for automation.
• Establish, implement, and manage OLAs to support our SLAs.
• Negotiate SLA targets with internal teams and customers.
• Establish, implement, and manage service level agreements, ensuring consistent and high-quality service delivery to meet customer expectations.
• Design, create, and maintain appropriate SLAs to contract services.
• Takes charge of planning service support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for operations with their associated processes.
• Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer demands while promoting profitable growth.
• Contributes insights based on service data to drive increased opportunities, leveraging data-driven strategies for business growth.
• Represents services within solution/ new service portfolio core teams and incorporates service requirements into various service development stages.
• Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
• Utilizes both technical and business acumen to lead complex cross-functional initiatives with significant impact on the services.
• Communicate new services to the business units.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.
• Managing the daily performance of the suppliers, partners, and internal teams to meet Operational KPI Targets
• Host and drive all relevant partner and supplier collaborations and meetings to ensure operational efficiency. Ensure that all internal stakeholders are engaged to realize the business strategies.
• Facilitate engagement and influence stakeholders, partners, and suppliers to drive operational efficiency and deliver customer satisfaction.
• Analysis of key metrics and supporting data to drive clear actions and strategic changes to deliver customer satisfaction.

Creation and Provision of regular reporting to management and stakeholders based on key metrics and customer satisfaction data.

• Ensures that policies and programs are defined for training users in technology use and security practices (e.g. Computer Literacy).
• Ensures that there is management awareness of the cost of support services and user downtime and of the need to act on root-cause issues.
• Ensures that Services support costs are charged back to the business using simple tools and clear policies.
• Regular report and feedback to business users on Support Services.

DHS Methodology, Templates and Standards

• Creates and maintains the DHS SLA Methodology, Templates and process documentation standards. 
• Ensures that the methodology is aligned to accepted best practice and industry standards. 
• Participates in organizational forums to ensure that the DHS methodology is integrated into organizational processes such as the SDLC. 
• Continuously refines the standards based on feedback from the user community, results of audits, QA finding and feedback from forums. 
• Ensures the usability and availability of the templates through automated means if possible. 
• Participate in the Support Services Working Group to extend the body of knowledge of the discipline.

Personal Attributes and Skills

Behavioral skills

•   Tenacity, Stress management, Self-motivation, Persuasion, Coaching, Client orientation.

Technical Skills

• Statistical analysis and reporting, working knowledge of Service Level contracts, Problem solving, Business writing (reports) and presentations

 ITIL Practitioner Service Level Management and ITIL Management certified – essential

• ITIL services exam passed – beneficial
• Relevant tertiary qualification – beneficial
• Minimum of 5 years working in a Service Desk or Incident Management environment
• Minimum of 3 years at a managerial level
• 24x7 passive standby
• Managing shift-based work
• Process knowledge of the SLA and OLA Management process
• Process knowledge of ITIL Process
• Technical knowledge of Call Centre management suites and monitoring tools
• Knowledge of Business organization and services.

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.