Service Level Manager/Escalation Manager - Brussels and Remote - English speaking - 3 Months+
Posted on Nov 20, 2021 by Octopus Computer Associates
Service Level Manager/Escalation Manager - Brussels and Remote - English speaking - 3 months+
Blue chip client is urgently looking for a Service Level Manager/Escalation Manager
Description: Service Delivery Manager/Run Manager/Service Center Management/Service Delivery Specialist The role will require the full involvement in all aspects of Project Delivery acting as a facilitator and using the resources available, Strong Service Management, Commercial and 3rd party Management skills.
In this Role, you will be responsible for monitoring and reporting on service levels as well for controlling the execution of customer-agreed contractual agreements (SLAs) in the field of quality, quantity and cost effectiveness. You will be also responsible for end-to-end management of incoming escalations and accelerations.
Responsible for relevant SLA -Responsible for monthly SLA reporting
Ensures timely delivery of Service Level Management contractual obligations
Translates trends in SLA reporting towards service and business opportunities
Analyses the data coming from the reporting process (SLA at risk alerts etc.), follows up incident escalations
Follows up KPI's -Identifies and drives service improvement initiatives with regards to tools, knowledge database, best practices, etc.; focuses on service optimization and productivity improvements
Understands Client's business and the impact of delivered service on the Client's ability to succeed
Understands business processes that underlie the SLAs and key metrics
Organizes periodic follow-up meetings with the customer
Develops and fosters strong relationships with Service Delivery, Service Management and the Client
Acts as the liaison to the Client and Service Delivery for Service Level and Reporting Services
Owns and manages the execution of Service Level Management and Reporting Policies, Processes and Procedures
Provides recommendations and supports SDM in negotiation of the SLA and OLA service levels and agreements in accordance with the SLA to OLA model
Draws and negotiates SLAs
Manages incoming escalation and acceleration requests, cooperates closely with Towers and users.
Establish credibility with the client, delivery teams and 3rd party suppliers - experience in working within SIAM environment.
Have strong knowledge of customer's contractual requirements.
Prioritizing of own work to meet internal/external deadlines; Problem identification and resolution analysis.
Excellent English communication, both verbal and written.
Basic knowledge of ServiceNOW & Experienced user of MS Excel
Experience in Service Integration and Management area.
SLM process awareness.
Location: Brussels at the client office and sometimes remote
Please send CV for full details and immediate interviews. We are a preferred supplier to the client