Description
On behalf of one of our clients, an international financial institution, located in Luxembourg, we are searching for external support with skills and abilities as stated below:
Service Level Manager (f/m)
Tasks
- Define, document, agree, monitor, measure, report and review the level of IT services provided
- Ensure that specific and measurable targets are developed for all IT services
-Monitor and improve customer satisfaction with the quality of service delivered
- Liaise with internal teams to insure that the right tools are in place to track and measure relevant KPI's
- Monitor service performance against SLAs
- Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
- Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
- Designing SLA frameworks and document templates
- Determine, document and agree requirements for new services
- Review and revise underpinning agreements and service scope (Liaise with Pre-Sales team and partners)
- Report customer satisfaction to internal teams and foster a lessons-learned culture
- Produce service reports (routine or exception) and participate in Service Review Meetings with Customer
- Conduct service reviews and instigate improvements within an overall SIP
- Lead Service Desk
- Actively support coordination of Change Management (operational and in scope of agreement).
- Actively support coordination with the implementation of updated/new ITSM Processes and Tools
Personnel:
- Motivate the employees involved in the service delivery. Help them thrive in a challenging work environment.
- Understanding the full scope of the Service Level Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
Profile:
- Capability to build a relationship with the customer representatives.
- Capability to understand the implications of requests to change the level of service or the functionality that a service provides.
- Capability to translate the business requirements provided by the customer representatives into SLR for the service owners.
- Capability to negotiate service level agreements.
- Capability to produce reports on the actual level of service provided.
- Excellent verbal and written communication skills.
- Service-oriented attitude.
- Good understanding of the service management processes. ITIL v3 certified
- Detailed understanding of the Service Level Management procedures.
- Capability to use the tools provided to fulfil the role of service level manager. Actively participate in improving the tools
- Languages: English and French. German, strong asset
Detail:
Location: Luxembourg
Start:
Duration: expected min. 1 year engagement (quarterly based contract)
If this project is of interest for you, please do not hesitate to contact us.