Dieses Jobangebot ist archiviert und steht nicht mehr zur Verfügung.
Vakante Jobangebote finden Sie unter Projekte.
Vakante Jobangebote finden Sie unter Projekte.
Service Level Manager
Eingestellt von SKILLFINDER INTERNATIONAL
Gesuchte Skills: Support, Sales
Projektbeschreibung
Service Level Manager
My client, a financial institution in Luxembourg is looking for a Service Level Manager for a long term contract.
Service Level Manager
Tasks for the Service Level Manager:
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
Personal skills for the Service Manager Role:
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 for the Service Manager Role:
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 for the Service Manager Role:
*English and French. German is good to have
My client, a financial institution in Luxembourg is looking for a Service Level Manager for a long term contract.
Service Level Manager
Tasks for the Service Level Manager:
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
Personal skills for the Service Manager Role:
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 for the Service Manager Role:
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 for the Service Manager Role:
*English and French. German is good to have
Projektdetails
Geforderte Qualifikationen
-
Kategorie:
Marketing/Vertrieb, Sonstiges