Customer Service Level Manager

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