IT Service Performance Lead: Own SLAs

Il y a 3 heures

Brainel'Alleud, Wallonia, Belgique Work Life Group Temps plein
ppstrongService levels only mean something when someone owns them. This role does. /strong /ppA 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. /ppstrongWhat you would be doing /strong /pulliFollowing each service from end to end and making sure every delivery team plays its part /liliHelping prepare and negotiate SLAs, and defining the KPIs and target levels that sit behind them /liliRunning the organisation-wide KPI catalogue and keeping it accurate /liliBeing the main contact for customers on anything to do with service levels /liliHolding regular customer reviews together with demand management and service owners /liliTurning KPI requirements into technical specifications so reporting can be automated /liliKeeping service delivery managers, account managers and analysts aligned on one agreed picture /li /ulpstrongWhat you would bring /strong /pulliA degree in a scientific or engineering field, or 5 years of relevant experience instead /liliSolid knowledge of service design, transition and operation, with hands-on experience in at least one /liliGood grounding in project, programme or service management practice across the lifecycle /liliExperience planning and allocating resources /liliClear communication in writing and in person, including briefing senior stakeholders /liliStrong organisation and an analytical approach to problems /liliAn ITIL v3 or higher certificate is a plus /li /ulpstrongWhy this one is worth a look /strong /ppA 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. /p /p