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Service Level Manager/Escalation Manager - Brussels and Remote - English speaking - 3 Months+

Octopus Computer Associates

Posted on Nov 20, 2021 by Octopus Computer Associates

Brussel, Belgium
Immediate Start
Annual Salary

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.

General Responsibilities

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.

Customer/Supplier Relationship

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.

Service Excellence

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

Reference: 1406007396

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