In other words, it is a consensus document on which all parties at the operational level are in agreement.

The Chief of the Centre would be responsible for overseeing the provision of the following key services: maintain and troubleshoot the talent management application residing in production, test, development and demo environments, jobs related to data transformation services, and related extract servers and databases; resolve first-level (“how to”) service calls from users of the help desk support; resolve second-level technical service calls escalated by the help desk; author and maintain talent management operating level agreements with external parties, including contractors responsible for third-level technical support; escalate third-level technical calls to external parties as defined by existing operating level agreements; carry out all necessary upgrades to the environments following standard change management, configuration management and release management processes as per documented procedures; execute periodic tests of the disaster recovery processes; monitor and report on systems usage and available capacity; measure and report on the availability of production systems; perform daily operations, system monitoring, jobs monitoring and system administration activities; perform security administration activities for all users and groups; and undertake periodic and spot security audits of the application to ensure compliance with the Organization's security standards.