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

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