LPL Financial Services_Reporting_MS

Primary Skill:Financial Services_Reporting_MS Proven experience in service level management and reporting within an IT service management framework. Strong analytical and reporting skills, with proficiency in data analysis tools. Excellent communication and interpersonal skills, with the ability to convey complex information to diverse audiences. Familiarity with ITIL (Information Technology Infrastructure Library) principles, especially in the context of Service Level Management. Define, negotiate, and manage service level agreements (SLAs) in collaboration with stakeholders and business units. Ensure that SLAs are aligned with business needs, and regularly review and update them as necessary. Implement monitoring mechanisms to track and measure the performance of IT services against established SLAs. Analyze performance data to identify trends, patterns, and areas for improvement. Generate regular service performance reports for management, stakeholders, and relevant teams. Conduct in-depth analysis of service metrics to provide insights into service quality and areas of optimization. Implement and manage customer satisfaction surveys to gather feedback on IT services. Use customer feedback to identify areas for improvement and enhance service delivery. Monitor SLA adherence and initiate appropriate actions for incidents or service disruptions that are at risk of breaching SLAs. Collaborate with incident and problem management teams to address performance issues and prevent recurring incidents. Communicate SLA performance, service trends, and improvement initiatives to stakeholders, management, and business units. Conduct regular service review meetings with key stakeholders. Experience with service management tools and reporting platforms (e.g., ServiceNow, Power BI, etc.).

Certification in ITIL or related areas is a plus. L1

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