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 in order 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 a 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, TI and 3rd parties including multinational partners and DHS, the contracts of engagement and Service delivery and support.

Areas of responsibility may include but not limited to

SLA and OLA

• Ensures identifying, negotiating, and implementing Service Level Agreements with vendors and Operational Level Agreements with the business units and DHS. 
• Ensures proactively providing the optimal capacity to meet user demand on agreed service level provision for all application services maintained by DHS. 
• Reviewing and updating SLA and OLA based on changes in business scenario, infrastructure, quality characteristics and other sections of the Service and Operational Definition.

SLA and OLA Compliance Reports

• Continuously monitoring and reviewing the actual SLA and OLA levels in the organisation. 
• Initiating and managing service improvement processes, or driving vendor process adherence and improvement. 
• Creates and distributes SLA and OLA reports to stake holders

Contract and Contract Monitoring Reports

• Ensures that contracts are in place with 3rd party services providers. 
• Manage the compliance to contracts. 
• Participate in the processes for acquiring new third party providers. 
• Manage the relationship with third parties, including the resolution of disputes and issues. 

Client Advice Record

• Identify value-adding service offerings by monitoring trends to identify root causes in a proactive manner. 
• Follow up with analysis and the development of sustainable Services solutions.
• 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 take action 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 organisational forums to ensure that the DHS methodology is integrated to organisational 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. 
• Participates in the Support Services Working Group to extend the body of knowledge of the discipline.

Personal Attributes and Skills

Behavioural skills

           Tenacity, Stress management, Self-motivated, Persuasion, Coaching, Client orientation.

Technical Skills

• Statistical analysis and reporting, working knowledge of Service Level contracts, Problem solving, Business
• 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 (Avaya, Genesys) and monitoring tools
• Knowledge of Business organisation 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.