Description
Service Level Manager - NL/FR/EN
Responsibilities:
Define (setup, agree and maintain) Service Level Requirements for the services provided by the team, aligned with business needs, business SLAs and cost justification
Define (setup, agree and maintain) Service Level Agreements and Operational Level Agreement to meet the Service Level Requirement
Analyze and review service performance against the SLAs and OLAs
Produce regular reports on service performance and achievement to the Customer and Support Teams at an appropriate level.
Manage Key Performance Indicators (KPIs) for the services provided by the team
Manage suppliers by defining terms & conditions for service delivery, follow-up and challenging service delivery levels
Drive Service Improvement Plans by driving action plans and obtaining commitments from stakeholders in order to improve or ensure service performance
Propose monitoring improvements and drive the enhancements of the Service Level dashboard/KPI's in close collaboration with the Business.
Ensure appropriate change management on changes impacting the service by impact assessments and customer buy-in
Ensure a good Customer Relationship management to align with customer needs, to improve the customer satisfaction and have better understanding on Business SLAs Service.
Skills and Experience:
Excellent/diplomatic communication skills, diplomatic negotiation and persuading skills
Analytical mind which is performance oriented & result focused
Excellent organisational & record-keeping skills
Able to set priorities adequately
Experience with change & project management is a plus
Minimum Bachelor in Civil Engineering or Telecommunications or equivalent by experience.
Minimum 5-7 years experience in ICT industry, of which partly as service level manager
Fluency in English and French or Dutch.