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The Service Management Advisor possesses an advanced understanding of ITIL process and principals. Responsibilities include the oversight of service delivery processes, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPI’s) for information technology services across the organization are delivered according to industry and contract specifications and to support the business with industry best practices by implementing system controls, service delivery within incident, request, problem management, knowledge management and change approval boards, standards, and processes.

The role of the SLA Manager is to ensure that all service level agreements (SLAs) for information technology services across the organization are delivered according to specificerships, alliances andor ventures. Oversees market analysis, monitors competitive activity, and identifies client needs. Provides leadership in the planning, design, due diligence, and implementation of strategic business development objectives. Defines vision, strategies, and tactics for team.

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’s
- Checks progress against objectives, reports any deviations
- Identifies and seeks guidance on key process issues
- Identifies opportunities for process improvement and innovation across service areas




- Conduct and facilitate root cause analysis
- Manage account performance reports, evaluates trends and suggests Continual Service Improvement (CSI) guidance.
- Coordinate production of service area reports in a timely manner
- Applies Service Management best practices across service areas
- Facilitating communication between the business and its clients to define and maintain the SLAs required for each service area.
- Ensures effective and efficient day to day operation with adherence to Incident, Request, Problem and Change Control standard operating procedures (SOPs)

Key SLA Responsibilities Include

- Monitor and report Service Level Agreements (SLAs)
- Collect Service Level Metric data
- Monitor Service Metrics
- Identify potential and vigente Service Breaches
- Plan and conduct Service Reviews
- Evaluate performance against SLA’s and KPI’s
- Review Service Result with Delivery organization and Leadership
- Review Service Result with Client
- Formulate Service Improvement Plan
- Identify service issues
- Investigate problem issues
- Maintain relationships with stakeholders, customers, and key users
- Maintain communication with stakeholders, customers, and key users

Skills And Experience

- Bachelor's / master’s degree in computer science,



information-technology, engineering, system analysis or a related study, or equivalent experience
- 5+ years in IT Services Industry, specifically Healthcare
- ITIL v4 certification required
- Experience in ServiceNow
- Knowledge of Information Technology principles and processes
- Understanding of IT standards and controls
- Excellent analytical, planning, organizational and technical and skills
- Excellent written and verbal communication skills
- Specific experience in process optimization in a technology environment
- Exposure to multiple, diverse technologies, platforms, and processing environments
- Good understanding of strategic and emerging technology trends, and the practical application of existing and emerging technologies to new and evolving business and operating models
- Experience working in healthcare is requiredExperience developing internal and external relationships
- Experience delivering presentations to leadership, customer and technical audiences

Additional Details

- Travel including overnight domestic trips may be required.
- 10% travel

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

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📌 Service Management Advisor (Santiago de Querétaro)
🏢 Nordic Global
📍 Santiago de Querétaro