Service Level Manager

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique Proximus Group Temps plein
A job at Proximus? You'll find that everything revolves around the idea 'Think Possible'

This means:
we always assume that something is possible, even if it seems impossible. Well, especially so, actually.

Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier.

And our way of working smarter.

We provide an efficient, effective, and reliable technical service environment to the Proximus Group with:

  • the development, management and control of technical platforms and service solutions
- the continuous improvement and optimization of DCH operational support systems at the right cost with the right quality,
- the continuous synchronization and collection of our business partners needs to provide optimal services.

  • To stay focused on our support tasks, we are looking for a Service Level Manager with operational analysis skills.

Job content
You as a service Level Manager (SLM) will be in charge of:

  • The problem analysis, the operational management, and the follow up of the quality of the ticket resolution process.
  • To participate in projects to ensure operational readiness.
  • To maintain a strong relationship with our internal customers to meet their needs and improve customer satisfaction.
  • Being responsible for the analysis and resolution of technical and/or functional problems.
  • To be responsible for operational coordination and incident follow up, as well as communication with the business and management.
  • Being responsible for overseeing the established processes related to incidents, problems, and changes within the team.
  • To examines the customer's needs and problems. The result will be compared with the existing service, and the SLM will oversee the different activities until the desired solution is reached.
  • To establish a Service Level Agreement. The Service Level Manager draws up such an agreement for the concerned customer. He/she discusses and defines with the customer the key performance indicators (KPI) that will be used for the weekly monitoring of the quality of the systems.
  • For the Service level monitoring by the Service Level Manager. The Service Level Manager is responsible for the fulfilment of the Service Level Agreement and the established KPIs. The Service Level Manager also makes decisions regarding the implementation of certain new services and software defect fixes in consultation with the Line Manager and Business.
  • To ensure to have the business continuity plans are established in consultation with users. This can be done in the form of processes or tools (light) or disaster recovery (Platinum, Gold, Silver...).
  • In case the service levels are not being met, the Service Level Manager establishes an action plan to achieve the KPIs agreed upon with all stakeholders.
  • During an incident, the Service Level Manager plays a leading role and provides recommendations to IT Management to minimize the impact of the incident (launch of business continuity plans, switch to Disaster Recovery, reboot of servers...).
  • To take care of the preparation of the monthly and quarterly reports. The Service Level Manager compiles a monthly/quarterly report on the achievement of the Service Level Agreement goals and how they will be met, as well as the actions needed to improve them.
  • To organize the Service Level Meetings. The Service Level Manager reports monthly to the Business System Owner (BSO) on the IT services provided during the past month.
  • To maintain the adjustment of the Service Level Agreement.
  • The preparation of a service manual: The Service Level Manager draws up a service manual with the stakeholders and presents it at regular intervals to the management, operational and development teams.
  • Being responsible for ensuring that the documentation (including the CMDB) and work instructions are available and correct, so that the operational services (including the standby service) can guarantee an optimal service.
Your Profile

  • You are results and goaloriented.
  • You have perseverance.
  • You have a sense of initiative.
  • Analytical thinking skills.
  • You are able to convince.
  • You are a team player.
  • You are a good listener, reliable and able to work independently.
  • You are organized, systematic and orderly.
  • You are resistant to stressYou have a good general knowledge of IT and networks, and you are interested in operational aspects.
  • You have Knowledge of ITIL processes is an asset.
  • You perform functional and technical analysis.
  • Your Knowledge on monitoring tools like Dynatrace & Splunk is a plus
  • You have experience with research and reporting tools
  • Your Knowledge of the Proximus DCH frontends and related business processes (sales, support,...) is an asset
  • You have extensive knowledge of Dutch and/or French and English
  • A good knowledge on MS Office Suite is recommended.
What do we offer you?

  • We are 100% Belgian. So we make decisions in three languages. And all at the same time if yo

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