Middle/Senior Service Level Manager
Miratech
Kyiv, Ukraine
4 днів тому

Job Description

We are looking for a Middle / Senior Service Level Manager for a technical support project to negotiate service level agreements and ensure that they are met.

Responsibilities :

  • Management of the service quality level for all suppliers in the territory of regional offices
  • Defining and reviewing service models, providers, and SLAs for all locally consumed IT services (Infrastructure, Application, and End User services).
  • Reviewing the service performance against SLAs / OLAs and running respective Service Review meetings with local and global service providers.
  • Identifying service improvement areas and driving Service Improvement Plans.
  • Ensuring sufficient licensing and adherence of necessary Security, GDPR, SOx, and any other compliance standards in collaboration with IDT Security and other global support units.
  • Owning and tracking the delivery of any required remediation activities.

  • Coordinating critical issues and troubleshooting for severe incidents
  • Owning and managing the local IT budget.
  • Business releases testing.
  • Building relationships with suppliers / vendors.
  • IT Departments Policies development and their implementation.
  • eNPS survey : making appropriate changes according to survey results.
  • Awareness of the users about global company activities.
  • Qualifications

  • 3+ years of experience in the relevant position
  • Understanding of the Customer's business and how IT contributes to the delivery of that product or service
  • Relationship Management skills
  • Excellent communication and negotiation skills
  • Ability to interact successfully with all levels of the Customer and IT Provider organization
  • Ability to translate the business requirements provided by the customer representatives into service level requests for the service providers
  • Understanding of the service management processes
  • Understanding of the service level management procedures negotiating, agreeing, and maintaining
  • Initiating any actions required to maintain or improve service levels
  • Budgeting
  • Conducting annual (as appropriate) reviews of the entire Service Level process and negotiating, agreeing, and controlling any amendments necessary
  • Ability to apply the knowledge gained effectively
  • Additional Information

    We offer

  • Strong career opportunities for professionals
  • A variety of international projects and mobility across projects
  • Professional development support and professional certification opportunities
  • Competitive compensation, advanced bonus systems
  • Flexible working schedule with a remote possibility
  • Corporate, social and cultural events
  • Повідомте про це
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