IT Service Management Lead
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Service levels only mean something when someone owns them. This role does.
A multinational defence organisation near Brussels is looking for a Service Level Manager to make sure its IT services deliver what was promised, and that everyone involved can see it in the numbers.
What you would be doing
- Following each service from end to end and making sure every delivery team plays its part
- Helping prepare and negotiate SLAs, and defining the KPIs and target levels that sit behind them
- Running the organisation-wide KPI catalogue and keeping it accurate
- Being the main contact for customers on anything to do with service levels
- Holding regular customer reviews together with demand management and service owners
- Turning KPI requirements into technical specifications so reporting can be automated
- Keeping service delivery managers, account managers and analysts aligned on one agreed picture
What you would bring
- A degree in a scientific or engineering field, or 5 years of relevant experience instead
- Solid knowledge of service design, transition and operation, with hands-on experience in at least one
- Good grounding in project, programme or service management practice across the lifecycle
- Experience planning and allocating resources
- Clear communication in writing and in person, including briefing senior stakeholders
- Strong organisation and an analytical approach to problems
- An ITIL v3 or higher certificate is a plus
Why this one is worth a look
A role with real ownership: you set the measures that a large international IT organisation is judged by, and you are the person customers turn to.
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