Service Level Manager

Tasks:

• Engage with customers daily to ensure satisfaction and address any concerns.

• Collaborate closely with support teams to ensure seamless operations and service 

  delivery.

• Act as the first line of escalation in the escalation matrix, managing and resolving complex issues efficiently.

• Handle escalations from both customers and internal teams to ensure timely resolutions.

• Review, monitor, and manage the results of OPS KPIs defined per service.

• Define, negotiate, and adjust OPS KPIs to meet evolving service 

  requirements.

• Initiate, define, lead, and prioritize process and service improvements.

• Drive initiatives to enhance service delivery and operational efficiency.

• Coach support teams to foster professional development and improve performance.

• Provide guidance and support to ensure adherence to service standards and processes.

• Negotiate Service Level Agreements (SLAs) and Operational Level Agreements 

  (OLAs) to ensure alignment with customer and business expectations.

• Oversee ITSM processes including Incident Management, Problem Management, Fulfillment Requests, and Change Management.

• Ensure adherence to ITSM best practices and procedures.

• Maintain and update Standard Operating Procedures (SOPs) to reflect current processes and best practices.

• Prepare and lead Monthly Service Reviews (MSRs) to assess service performance and identify areas for improvement.

• Prepare and deliver regular OPS reports to both internal and external stakeholders.

• Ensure high-quality communication, including timely updates, accurate templates, 

  and appropriate frequency.

• Act as an ambassador of Lingaro's Core Values, promoting a positive work environment and fostering strong relationships with customers and team members

Requirements:

• Good understanding of the Customer's business and how IT contributes to the delivery of service

• ITIL certification is a plus

• Excellent communication and negotiation skills

• Strong knowledge and experience in contract/supplier management

• Able to interact successfully with all levels of the Customer and IT Provider organization

• Has a good 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 organization’s limits (resource, budgetary, legal, etc.) 

Offer: