Work Life Group

SLA and KPI Manager (Service Reporting, Customer Reviews) for NATO with security clearance

Work Life Group  •  Kingdom of Belgium (Onsite)  •  42 minutes ago
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Job Description

Service levels only mean something when someone owns them. This role does.

A multinational defence organisation near Brussels is looking for a Service Level Manager to make sure its IT services deliver what was promised, and that everyone involved can see it in the numbers.

What you would be doing

  • Following each service from end to end and making sure every delivery team plays its part
  • Helping prepare and negotiate SLAs, and defining the KPIs and target levels that sit behind them
  • Running the organisation-wide KPI catalogue and keeping it accurate
  • Being the main contact for customers on anything to do with service levels
  • Holding regular customer reviews together with demand management and service owners
  • Turning KPI requirements into technical specifications so reporting can be automated
  • Keeping service delivery managers, account managers and analysts aligned on one agreed picture

What you would bring

  • A degree in a scientific or engineering field, or 5 years of relevant experience instead
  • Solid knowledge of service design, transition and operation, with hands-on experience in at least one
  • Good grounding in project, programme or service management practice across the lifecycle
  • Experience planning and allocating resources
  • Clear communication in writing and in person, including briefing senior stakeholders
  • Strong organisation and an analytical approach to problems
  • An ITIL v3 or higher certificate is a plus

Why this one is worth a look

A role with real ownership: you set the measures that a large international IT organisation is judged by, and you are the person customers turn to.

Work Life Group

About Work Life Group

WLG is here to challenge. To reshape. To change the game.

Our purpose? To facilitate a match made in heaven in the IT industry. Because, with us, you’re more than a number on a spreadsheet.

You’re one of us.

And you’re on a quest to better your experience in the workplace.

For employers, our team of ex-IT specialists and HR professionals can sniff out talent from across the ocean. Combine a bloodline full of talent with drive to strengthen and grow as employees, and we’ll find you the ideal

candidate that’ll last.

For IT specialists who are ready for their next adventure; searching for opportunities, we’re here to make it happen. We use state-of-the-art technology to take away any confusion and show you exactly who you are as a specialist. The more you understand yourself, the more we can pinpoint an IT role that fulfills, stretches and challenges, and allows substantial growth.

Industry
IT & Software
Company Size
11-50 employees
Headquarters
Warsaw, PL
Year Founded
2012
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