What We'll BringAt TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
What You'll BringAs a Lead Developer of Service Level Management, the incumbent will develop and maintain SLM charter, process definition, procedures, standards, and training materials ensuring no technical or business knowledge gaps.
Responsible for SLA/contract negotiation and drafting SLAs, developing and maintaining current and up to date Service Level Management Catalog working with Technical application domain owners, application support teams, business owners and legal for alignment.
Establish audit criteria and directs the Service Level Management team in the gathering, analysis, and measurement of SLM process related data, as well as the distribution of all audit results, measurements, metrics and scorecards to promote proper adherence to process requirements.
Develop and maintain automated environment that will be used to create standard performance reports for use in management and reporting of customer Service Levels. Develop and deliver custom ad-hoc reports to various parts of the enterprise.
Execute data extract, data manipulation, data analysis for the reporting framework and ensuring all critical documentation are relevant organized and maintained to a high standard of quality and accuracy.
We’d Love to See:
BA in Computer Science or related field and ITILv3 certification and BRM certification (desired).
5-7 years experience in the IT industry with background in ITIL service level management framework.
Strong Microsoft Excel and Tableau skills
Experience working in an environment with a strong customer focus.
Excellent communication and negotiation skills in order to consult with senior level managers, stakeholders and internal/external customers.
Impact You'll MakeWill be responsible for creating a playbook to manage the input for SLA and RFP creation.
Create and administer processes to facilitate continual process improvements and evolution as relates to Service Level Management such as automated reporting and Champion for Service Level Management best practices.
Ensures that the customer’s current and future Service requirements are identified, understood and documented in SLAs and SLRs.
Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs.
Ensures that targets agreed to within Underpinning Contracts are aligned with SLA and SLR targets, while ensures that Service Performance Reviews are regularly performed, and any required actions are performed.
Ensures that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers.