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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 communicatio

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