ITIL Service Level Manager

• Agreeing Service Level Agreements and Operational Level Agreements defining service level targets
  
• Monitors and reporting on service levels for existing B17 OLAs and UCs
  
• Ensuring that the service level targets are properly reflected in the ITSM solution
  
• Preparing communication for management on KPIs
  
• Preparing required policies and Standard Operating Procedures (SOPs) supporting Service Level Management process
  
• Providing vital information for all other ITIL service management processes
  
• Advising on the process optimization and improvements
  
• Creating a positive customer experience
  
• Other specific duties as assigned by team leader
  
  

• Excellent communication skills (in written and verbal communication)
  
• Very strong sense of responsibility
  
• Accuracy and attention to details
  
• Very good organizational skills
  
• Very good reporting skills
  
• Supportive and helpful personality with co-operative and service oriented attitude
  
• Forward looking with a holistic approach
  
• High level of motivation and initiative
  

Requirements

• At least 3 years (full time) experience at the similar position
  
• At least 2 years (full time) experience in managing ICT service delivery and/or ICT operations
  
• At least ITIL Intermediate certificate (ITIL Expert certificate preferred)
  
• Excellent practical knowledge of IT Service Management, in particular Service Design processes
  
• Practical experience with ITSM solutions
  
• Well understanding of complex information systems and their interoperability
  
• Excellent understanding and practical knowledge of IT technologies and information systems technical