Huawei Technologies Careers – Service Level Manager

Organisation: Huawei Technologies
Duty Station: Kampala, Uganda
Reports to: Service Delivery Manager
About Huawei:
Huawei Technologies Co. Ltd.
is a Chinese multinational networking and telecommunications equipment and
services company headquartered in Shenzhen, Guangdong. It is the largest
telecommunications equipment maker in the world, having overtaken Ericsson in
2012. Huawei is a leading ICT solutions provider. Our telecom network
equipment, IT products, and smart devices provide solutions in 170 countries
and regions worldwide. With annual sales revenue of USD 39.6 billion in 2013,
Huawei ranked 285th on the Global Fortune 500. Together with our partners, we
are building a better connected world.
Job Summary:  The
Service Level Manager will support Huawei through ensuring and oversight of the
planning and execution of service level management activities for EMTS’s IT
function.
Key Duties and
Responsibilities: 
  • The
    incumbent will be tasked to gain a comprehensive understanding of
    customers’ business and strategies and ensure IT services are aligned to
    the same.
  • Serve
    as a point of escalation for internal / external customers and champion
    customer issues ensuring effective engagement of IT teams.
  • Manage
    customer expectations through effective communications balancing the needs
    of the business with those of the customer.
  • Identify
    opportunities for continuous improvement in processes, IT services and the
    customer experience, and engage resources to deliver those improvements.
  • Offer
    subject matter expert advice, guidance and assistance to customers and
    internal stakeholders.
  • Create
    and obtain buy-in for the structure of the Service Level Agreements (SLAs)
    and ensuring all backend agreements for SLAs are established.
  • Ensure
    Service Level targets / objectives within the SLA are met and review the
    same with the customer.
  • Define
    and deliver Service Level reports for IT services and other ad hoc reports
    as needed to meet customer requirements.
  • Build
    and strengthen working relationships with internal and external IT service
    groups and other ITIL process management areas, including Incident,
    Problem and Change management.
  • Ensure
    all documentation and centralised tracking and logging systems are kept up
    to date.
Qualifications, Skills and
Experience:
  • The
    ideal candidate for the aforementioned Huawei Service Level Manager career
    opportunity should hold a first degree or equivalent in a relevant
    discipline
  • A
    minimum of three years of related work experience
How
to Apply: 
All suitably qualified and
interested candidates should send their applications, CVs and related academic
transcripts to: application@ppg.co.ug or lydia.nanyanzi@ppg.co.ug
Deadline:
19th June, 2015
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