.The Service Level Management Analyst ensures the adoption of Performance and Service Level Agreements within GES. Coordinates the development of the Performance Management strategy within GES well as implement Service Level Management (SLM) practices across the organization. Is responsible of governing the SLM lifecycle, including definition, documentation, implementation, measurement, reporting and changes on Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) for both retained and outsourced services. Additionally, manages the Performance Management processes for outsourced services.**Main Responsibilities**:- Adoption of Performance and Service Level Agreements (SLAs): Ensure the adoption and adherence to Performance and Service Level Agreements within GES, establishing clear expectations and targets for service performance.- Development of Performance Management strategy: Coordinate the development of the Performance Management strategy within GES, aligning it with organizational objectives and ensuring continuous improvement of service performance.- Implementation of Service Level Management (SLM) practices: Implement Service Level Management practices across the organization, including the definition, documentation, implementation, measurement, reporting, and changes on SLAs and OLAs for both retained and outsourced services.- Governance of the SLM lifecycle: Govern the entire Service Level Management lifecycle, overseeing the definition, documentation, implementation, measurement, reporting, and changes on SLAs and OLAs. Ensure that SLAs and OLAs are effectively managed and reviewed for continuous improvement.- Performance Management for outsourced services: Manage the Performance Management processes for outsourced services, ensuring that the performance of outsourced service providers aligns with contractual obligations and SLAs.- Provide analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLA's), and proactively manage goal delivery in alignment with the performance expectations of the organization.- Utilizes operational performance data to characterize opportunities for improvement, and works in partnership with senior leaders and operational groups to drive process optimization and efficiency.- Ensures day to day analysis and reporting of all service metrics.**Position Challenges**:- Balancing stakeholder expectations: Managing and aligning the expectations of different stakeholders, including internal teams and outsourced service providers, to establish realistic SLAs and drive service performance improvement.- Ensuring compliance and quality: Ensuring compliance with SLAs, OLAs, and regulatory requirements to align with the quality-of-service delivery and meeting customer expectations
