Description
Objective: My client is an international bank based in Luxembourg.
The environment is multi-platform, Mainframe and Client Server.
Tasks:
Define and implement the IT systems management guidelines for service level management, governance structure and processes, dispute resolutions and overall change management;
Define, document, monitor, report and review the level of IT services provided;
Ensure that specific targets are developed for all IT Services;
Improve customer satisfaction with the quality of service delivered;
Liaise with internal teams to ensure that the right tools are in place to track KPIs;
Monitor service performance against service level agreements (SLAs);
Design SLA frameworks and document templates;
Develop requirements for new services;
Review agreements and service scope;
Produce service reports (routine or exception) and participate in Service Review Meetings with Customers;
Help in coordination of Change Requirements (operational and in scope of agreement).
Skills:
Excellent inter-personal skills to build relationships with Customers.
Understanding the impact to service of changes.
Translate the Customer's business requirements into service level requirement.
Negotiate SLAs.
Produce reports on the actual level of service provided.
Service-oriented attitude/Service Level Management (SLM) process & procedures.
Use and improve the tools for good SLM.
ITIL v3 certified
Language: English.
Although not essential, previous experience in banking will be a plus.
As this is a Support role, the client prefers candidates based in or near Luxembourg.