Description
Everis is an employee-owned multi-national consulting company offering business and strategy advisory, solutions integration, technological applications maintenance and outsourcing services. Our consulting firm works within the banking, consumer goods and retail, energy and utilities, healthcare, insurance, media, manufacturing, public administration, telecommunications and tourism sectors. In everis the most important thing is people -and their all-round development. Currently, Everis has operations in 11 countries worldwide, and a professional staff of over 12.000 people.
We are looking for a Service level Manager for a part time 2 days per week
Job Description
As Operational Service Delivery Manager, you will be responsible for a portfolio of Business Partners, for which the following tasks have to be executed:
- Negotiate and own the Service Level Agreement (yearly updates)
- Determine baseline impact of changes (Service Impact Analysis)
- Obtain sign-off of non-standard services for agreement
- Track and analyse changes in service costs of the customer
- Formalize reporting requirements and deliver the adequate Service reports
- Organise regular tactical Service Review Boards to discuss service levels, major or recurring incidents, problems, ...
- Negotiate Service Improvement Plans
- Validate Service invoices
- Prepare the annual budget figures for the services offered to the clients
Your profile
Knowledge and experience
You have a university degree in Civil or Commercial Engineering, Economics or IT or equivalent by experience.
You have worked for minimum 5 years in service delivery and highly demanding technology environment.
You have a large experience dealing with clients (internal or external) at various levels.
You have experience in drafting and implementing service level agreements.
Knowledge of following domains is an asset: Service Management (ITIL), IT infrastructure Services.
You are able to express yourself in French, Dutch and English.
Competencies
Client oriented and service minded
Well organised
Communicative and assertive
Flexible and able to manage needs of different business
Stress-resistant