Delivery, Project and Product Management
17 December 2020 - 30 January 2021
Cloud & Infra
A Customer Service Level Manager is accountable for a SLM process being in place for a customer, understood and followed by all involved parties.
A Customer Service Level Manager secure efficient and effective discussion with all stakeholders including a customer/customer.
With us you will be responsible for
owner of the Service Level Management process and its register
ensures all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets
creates and maintains a catalogue of existing services offered to customer/customers and its agreed SLAs
ensures that customer service requirements and specific targets are identified and built-in into organization ITSM tool
schedule and Chair regular SLM service reviews with ITIL responsible managers and review results (both Internal and External)
regularly analyses SLAs and OLAs against predefined targets and initiates improvement actions if required
conducts regular SLM process reviews and perform amendments if necessary
secure effective communication towards customer/s, within Delivery Team/s and other stakeholders
We expect you to have
knowledge and understanding of ITIL practices
previous experience at an ITIL position and/or a Project Management
fluent in English language
strong costumer communication skills
ability to coordinate and cooperate and being a Team player
to be curious and willing to explore independently and drive improvements
wants to learn
self – managed
Welcome to an exciting journey. TietoEVRY creates digital advantage for businesses and societies. We are a leading digital services and software company with local presence and global capabilities. Nordic values and heritage are the foundation of TietoEVRY success. Let's build a brighter future. Together.
Read more about us here.