Service Level Manager for Group Functions HR IT - (TM) - 2y determined

工作职责

Service Level Manager for IT services is the counterpart for the service owner and has the following tasks:

  • Ensuring that the current and future service requirements of customers are identified, understood and documented in SLA (Service Level Agreement) and SLR (Service Level Requirement) documents;
  • Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs;
  • Ensuring that service reports are produced for supervised services and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence;
  • Ensuring that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed;
  • Reviewing service scope, SLAs, OLAs (Operational Level Agreement) and other agreements on a regular basis, ideally at least annually;
  • Identifying all key stakeholders and customers for supervised services;
  • Developing relationships and communication with stakeholders, customers and key users - Defining and agreeing complaints and their recording, management, escalation, where necessary, and resolution;
  • Provider steering: Responsible of service delivery regarding problem solving and continual service improvement, lead service review meetings;
  • Participation in IT projects to ensure Service Design and Transition if needed;
  • Substitution of other SLMs in case of absence.
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你的档案

  • University Degree in Computer Science, Business Administration, Business Informatics or similar educational background;
  • Profound IT Service Management skills and ITIL knowledge required;
  • At least 2 years of work experience in IT Service Management;
  • Basic knowledge in IT Project Management;
  • Technical knowledge about or work experience within Web Content Management & Analytics technologies;
  • Fluent in English (written and spoken);
  • German is a plus;
  • Very good negotiation skills and ability to find workable solutions for all stakeholders; excellent communication and moderation skills;
  • Structured, result- and customer-oriented workstyle and motivation to work in a team.
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我们可以提供

What we offer:

  • Competitive salaries & financial benefits;
  • Flexible working time, home office & sabbaticals;
  • A coach for the onboarding period;
  • Health & wellness (Life Assurance, Private Health and Dental Insurance, Sport activities, Canteen etc.);
  • Professional Development Opportunities (in Technical and Leadership Areas);
  • Work with the state-of-the-art equipment and technology;
  • International Work Environment & Traveling Opportunities;

Ready to drive with Continental? Take the first step and fill in the online application.

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