Daniel L. Email and Phone Number

The service level manager's responsibility is to maintain and improve IT Service quality through a constant cycle of agreeing, monitoring and reporting upon IT Service performance levels and instigation of actions to eradicate poor service – in line with business or cost justification. The Service Level Manager will need to be able to tell where a service towards our customer works well or fails and will have to possess the skills to explain it towards high management in a non-technical way.

The Service Level Analyst role is responsible to review and correct anomalies in data used for SL performance reporting. The role focuses on low level data analysis (on ticket by ticket level) ensuring data quality and identifying common causes for service level breaches. The role supports the Service Level Manager in instigating improvement actions to address most common reasons for service level breaches.

Achievements:• Maintaining ISO accreditation• Improved customer satisfaction • Reduction in customer complaints• Involved all production staff through regular quality meetings• Reduction in returned faulty equipmentResponsibilities:• Maintaining quality management system to ISO 9001-2000 standard• Monitoring & reporting on supplier performance• Internal & external audits• Analysis of manufacturing, warehouse and quality system data using crystal reports, Microsoft excel & access• Promotion of quality throughout production department• Dealing with and reporting on customer complaints• Management reviews, developing and maintaining production quality procedures.• Scheduling tasks for technicians & assembly operatives• Training technicians & assembly operatives• Liaising with suppliers, field engineers & site offices• Quality control activities• Writing production procedures• Liaising with development team on introduction of new products• Functional & system test of electronic products• Analysis & repair of electronic products to component level