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Posted: Sunday, March 12, 2017 10:10 PM

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.WORK ACTIVITIES/CONTEXT: This Leader is responsible and accountable for the Strategic Direction and Enterprise Focus of all aspects of Service Level Management. This Leader will provide visionary Leadership for his/her team and will define and implement a culture of Continual Service Improvement across the entire SWA Technology organization. This leader is responsible for identifying enhancements to service performance and operational capability through targeted change programs ultimately meeting customer and operational departmentsA? requirements and expectations. The role will also ensure that all service level agreements (SLAs) for information technology services are delivered according to specifications. This Leader will also facilitate communication between the IT department and its customers in order to define and maintain the SLAs required for each business unit, as well as identify potential opportunities to re:engineer processes, improve efficiencies, and reduce costs related to the delivery of IT services. Accountable for the vision, design, establishment and on:going operations of a Service Level Management program for all Technology servicesResponsible to develop and communicate the vision for SLM throughout the SWA Technology community, to help motivate team members towards continual improvementAccountable for collating data from various sources and conducting analytics to identify improvement opportunities, as input into an Executive Presentation on Technology Performance on a monthly basisAccountable for performing trend analysis on metrics to provide information to assist stakeholders in continually driving improvements.Facilitate regular meetings with stakeholders on information derived from operational performance data for the purposes of process improvement.Enable and empower the Service Improvement team to be a high performing team through effective recruitment, coaching, mentoring, development and talent management.Responsible for ensuring that all Service Management processes have Continual Service Improvement activities built into the core and that mechanisms are in place to ensure the processes are measurable and improving.Conduct monthly performance reviews with Senior Leadership.Monitor SLA performance against SWA business needs and requirements, including follow:ups for corrective action.Benchmark all corporate SLAs for IT services with internal and external service providers.Meet regularly with IT and business unit managers to clarify new SLAs and finalize new requirements to existing SLAs.Establish and maintain regular written and in:person communications with the organizationA?s executives, department heads, and end users regarding pertinent SLA activities and developments.BASIC QUALIFICATIONS: High School Diploma, GED or equivalent education required. Must be at least 18 years of age. Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. EDUCATION: BS or BA in Computer Science or Information Systems, and / or equivalent formal training or technical certification preferred WORK EXPERIENCE: Prior experience in the design and establishment of a corporate:wide Service Level Management program10 years + technical, management, communications, and financial skills in IT Operations preferred5 years + as a leader in Service Management requiredProven experience with both business and technology with SLA and OLA.2 years + in business analysis required2 years + in enterprise governance (or equivalent experience) requiredExperience with or knowledge of major ITSM pr


• Location: Dallas

• Post ID: 48806825 dallas is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017