Service Level Manager

The contract is with a large financial organisation in Luxembourg.

The client is currently seeking a Service Level Manager as follows:- 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

Skills
. 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:
. Ability to build a relationship with the customer representatives.
. Ability to understand the implications of requests to change the level of service or the functionality that a service provides.
. Ability to translate the business requirements provided by the customer representatives into SLR for the service owners.
. Ability to negotiate service level agreements.
. Ability 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.
. Ability 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