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Customer Service Level Manager



Delivery, Project and Product Management

17 December 2020 - 30 January 2021

Cloud & Infra

Overall information  

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 

  • proactive approach 


About TietoEVRY

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.

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