Sla officer

ROLE: SLA OFFICER

JOB DESCRIPTION
Responsibilities
? Oversee the entire service quality team
? Coordinate the activities required to meet Huawei’s standards on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management from an internal and external standpoint
? Support Service Manager in preparing monthly SLA report and provide relevant data for managing SLA exceptions
? Proactively review SLA snapshots for any potential SLA breaches and notify the team leads and tower heads for taking preventive actions.
? Responsible for the ultimate result and continuous improvement on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management
? Review and grant final approval for all the reports and documents related to service quality management
? Responsible for ensuring proper criteria, directives, business quality management principles are being applied into Huawei and are in accordance with company’s methodology
? Conduct annual customer satisfaction survey and response to the complain
? Assign learning objective and organize training courses , grow capabilities of team members, and improve team productivity and performance

Knowledge & Skills
? Advanced skills in managing service quality, understanding
? Working knowledge of managing SLAs
? Working knowledge of managing Customer Satisfaction
? Working knowledge of managing Process Improvement
? Working knowledge of managing Knowledge
? Good leadership & communication capabilities
? Adequate financial and business skills
? Negotiation skills
? Excellent verbal and written communication skills in English and the local language
? Advanced skills in Microsoft Office, Excel, MSWord and Power Point

Qualification
? Bachelor’s/ Advanced degree in Business, Management, Hospitality or courses related to service quality studies is a plus
Experience
? At least 8 years of experience in Telecom, Managed Service, System Integration, Management Consulting field or similar industry


Send CVs to [email protected]. Thank you.