Service Level Manager
[online recruitment]
[online recruitment]
Location: Remote Poland
Reference number: VR-64222
Project Description:
The role must be of an appropriate level to negotiate with Customers on behalf of the organisation, and to initiate and follow through actions required to improve or maintain agreed service levels. This requires adequate seniority within the organisation and/or clearly visible management support.
The main goal is to implement and maintain the SLM process to the level required by the parent organisation.
Responsibilities
- creates and maintains a catalogue of existing Services offered by the organisation
- formulates, agrees and maintains an appropriate SLM structure for the organisation, to include
- SLA structure (e.g. Service based, Customer based or multi-level)
- OLAs within the IT Provider organisation
- Third Party Supplier/Contract Management relationships to the SLM Process
- accommodating any existing Service Improvement Plans/Programmes within the SLM process
- negotiates, agrees and maintains the Service Level Agreements with the Customer
- negotiates, agrees and maintains the Operational Level Agreements with the IT provider
- negotiates and agrees with both the Customer and IT Provider any Service Level Requirements for any proposed new/developing services
- analyses and reviews service performance against the SLAs and OLAs
- produces regular reports on service performance and achievement to the Customer and IT provider at an appropriate level
- organises and maintains the regular Service Level review process with both the IT Customer and IT provider which covers
- reviewing outstanding actions from previous reviews
- current performance
- reviewing Service Levels and targets (where necessary)
- reviewing underpinning agreements and OLAs as necessary
- agreeing appropriate actions to maintain/improve service levels
- initiates any actions required to maintain or improve service levels
- conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees and controls any amendments necessary
- acts as co-ordination point for any temporary Changes to service levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the IT provider etc.).
Skills
- Relationship Management skills
- a good understanding of the IT Providers services and qualifying factors in order to understand how Customer requirements will affect delivery
- an understanding of the Customer's business and how IT contributes to the delivery of that product or service
- excellent communication and negotiation skills
- patience, tolerance and resilience
- knowledge and experience of contract and/or supplier management roles
- good people management and administrative skills
- good understanding of statistical and analytical principles and processes
- good presentational skills
- reasonable numeric skills
- the ability to interact successfully with all levels of the Customer and IT Provider organisation
- reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
- innovative in respect of service quality and ways in which it can be improved within the bounds of the organisation's limits (resource, budgetary, legal etc.)
- a good listener with the ability to apply the knowledge gained effectively
- even-handed and fair in dealings with other parties.
Our offer
Career and Professional Development
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices
Career and Professional Development
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
Well-being
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
Work-Life Balance
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices
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