Service Level Manager Job

Who we are

This initiative, led by a prominent European-level organization, focuses on creating a more efficient, modern, and secure environment and procedures. By joining this project, you will have the chance to work on critical topics such as digitalizing processes, streamlining procedures to facilitate trade and reduce costs.

This meaningful project not only allows you to contribute to a key area of European cooperation but also offers diverse professional growth opportunities, a collaborative work environment, exposure to cutting-edge technologies, and the chance to experience diversity in your daily professional life. 

What you'll be doing

• Identifying, negotiating, and maintaining Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to meet business needs.
• Monitoring, reviewing, and improving service performance through reports, reviews, and corrective actions.
• Keeping track of changing business priorities and ensuring IT services support organizational objectives.
• Building strong relationships with customers, IT providers, and third-party suppliers to ensure service targets are met.
• Identifying, initiating, and implementing service improvement initiatives and ensuring adherence to best practices.
• Tracking Key Performance Indicators (KPIs), managing complaints, escalating issues, and ensuring compliance with service standards.
• Assessing the impact of changes on service levels and attending Change Advisory Board meetings when necessary.
• Guiding Service Level Management Analysts in process adherence and identifying opportunities for process and tool improvements.
• Conducting audits, maintaining service governance, and escalating concerns to ensure process efficiency.
• Driving awareness of Service Level Management through internal communications, training, and stakeholder engagement.

What you'll bring along  

• Bachelor’s degree in Information Technology, Computer Science, or related field would be nice to have
• Minimum 10 years of  experience in a similar role
• Strong understanding of Service Level Management principles and IT service delivery.
• Knowledge of IT’s role in supporting business objectives and priorities.
• Exceptional customer service skills and ability to manage stakeholder expectations.
• Excellent negotiation and influencing skills to coordinate between customers and IT providers.
•  Ability to interpret and apply best practices, policies, and procedures effectively.
• Strong analytical and problem-solving skills to assess service performance and drive improvements.
• Experience in managing SLAs, OLAs, and underpinning contracts.
• Awareness of the latest IT capabilities and how they can enhance business operations.
• Ability to escalate service issues appropriately and drive resolution.
• A proactive approach to identifying and implementing service improvements.
• Strong communication skills to engage with customers, IT teams, and senior management.
• ITIL Foundation Certification, with a goal of achieving the ITIL Practitioner Certification for Service Level Management.
• Excellent command of both spoken and written English