Service Level Manager
Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
Service Level Manager
Miejsce pracy: Gdynia
Nr Ref.: VR-20056
Responsibilites
- Establish and maintain strong working relationships with Senior Stakeholders, Department Heads, Process Owners
- Establish and maintain strong working relationship with business unit directors and managers
- Build strong relationships with external vendors management
- Create and maintain a Catalogue of Services
- Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the organization
- Establish a Service Review process; planning, organizing and facilitating recurring meetings
- Play a leadership role and assist other IT leaders in entrenching a “business and service culture” within IT
- Negotiate, get buy-in for, design, and maintain SLAs with internal customers
- Negotiate, get buy-in for, design and maintain OLAs with other IT support teams
- Work with Change Managers to understand the SLM requirements for proposed new services and changes
- Analyze, review and report performance results against the criteria established in SLAs and OLAs
- Conduct frequent assessment and reviews of the entire SLM process; Negotiate, get buy-in for and control amendments necessary
Requirements
- Very strong English communication skills: oral, written, presentation, facilitation
- ITIL v3 certification is a must
- Experience as SLM manager not less than 3 years is a must
- Ability to think and act both strategically and tactically
- Technical understanding with ability to translate into business concepts
- ITIL knowledge beyond theory. Candidate has part participated in specific education about how to apply ITIL best practices
- Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
- Ability to work under fire; handle stressful situations in a calm manner
- Relationship management and conflict resolution skills
- The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners – to articulate and remedy service level issues
- A good understanding of the organization’s IT infrastructure, services provided and
- customers/users
- A good understanding of the organization’s business and how IT contributes to it
- Patience, tolerance, resilience
- Statistical, numerical and analytical principles and processes
- Innovative thinking with service quality, and it’s improvement, within limits of costs and business direction
We offer
A project starting for the establishment of a Service Level management (SLM) Framework for the big Scandinavian Bank to ensure that all current/planned services/products are delivered according to agreed standards.