* Responsible for the implementation of the Service Level Targets in the IT Service Management tool (Remedy);
* Leading process improvement and work flow optimisation in Service Level Management Process;
* Undertake control, review and audit of service provision;
* Participation in the negotiation, implementation and monitoring of Service Level Agreements and ongoing day to day execution of operational activities to provide agreed levels of service;
* Meeting with the Service Lines (SLs) Points of Contact (PoC) and customer on a regular basis to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan, acting as orchestrator of Service Delivery to the Customer;
* Advising Account Management in accelerating opportunities forward through a deep service delivery trend analysis;

Essential Skills include:
* ITIL Foundation v3 or higher
* Excellent knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts concepts;
* Sound knowledge, or experience, on Services management best practices from a lifecycle approach;
* Sound knowledge of ITIL processes with proven experience on one of these processes along with ITIL Foundation certification;
* Experience with the implementation of Service Level Targets in the ITSM tool:
* Service Level Targets - Terms and Conditions (when targets attach / Start, Stop and Exclude criteria)
* Milestones - Milestones and Actions, what functions can be performed e.g. Notifications, Set Fields, etc.
* Agreements - Understanding how multiple SLT's form agreements and how the SLT weighting works between the different SLT priorities e.g. Low, Medium, High and Critical
* Know how to incorporate the SLM pre-engine customizations, in order to reduce the overall number of SLT's to be built and push towards data driven SLM configuration
* Competency in ITSM Remedy;
* Competency in MS Office suite of products, proficient level (MS Excel, MS Power Point, MS Outlook, MS Word);


Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.