Service Level Manager

Il y a 2 jours

Eigenbrakel, Waals-Brabant, Belgique Brevco Services Télétravail Temps plein 70 000 € - 90 000 € Contrat

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A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience
Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes
Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach
Experience in resource management, including the planning for and allocation of resources in organizations
Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills
Advanced organizational skills and analytical approach to problem solving

Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value
Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders
Contributes into SLA preparation and negotiations
Develops KPIs and associates with the SLA target levels. Communicates with SDMs, customers and any other stakeholders and maintaining common agreement
Manages Agency wide KPI Catalogue
Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners
Main point of contact to the customer for any activities related to the Service Levels
Makes sure that agreed KPIs are monitored and reported
Translates the KPI requirements into technical terms so that KPI reporting can be automated
Provide guidance to the stakeholders

All the mandatory requirements have to be met in order to apply.

A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience (Mandatory)
Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes (Mandatory)
Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach (Mandatory)
Experience in resource management, including the planning for and allocation of resources in organizations (Mandatory)
Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills (Mandatory)
Advanced organizational skills and analytical approach to problem solving (Mandatory)
ITIL v3 or higher Certificate (Nice to have)