Service Level Manager Collaboration Tools - IT TSR

Employer: Continental
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • Timisoara
  • Updated at: 23.03.2020

    Young, and driven Service Management and Operations global team, involved in steering and maintaining global applications within Continental. We are looking for a colleague to join our dynamic work environment and partake in the continuous growth.

    The Service Level Manager (SLM) will be the main face to the customer in regard to IT service related topics.

    In detail the SLM tasks include:

    <li>Ensuring that the current and future service requirements of customers are identified, understood and documented in SLA and SLR documents;

    <li>Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs;

    <li>Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence;

    <li>Ensuring that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed;

    <li>Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, at least annually;

    <li>Identifying all key stakeholders and customers;

    <li>Developing relationships and communication with stakeholders, customers and key users;

    <li>Defining and agreeing complaints and their recording, management, escalation, where necessary, and resolution;

    <li>Provider steering: Responsible of service delivery regarding incident management, problem solving and continual service improvement, lead service review meetings.

    Job Requirments:

    <li>Academic degree in Computer Science, Business Administration, Business Informatics or similar educational background;

    <li>Familiar with IT systems, Web 2.0 technologies, experience with collaboration platforms such as Microsoft O365 and IBM platforms and products;

    <li>Fluent English - written and spoken (German is a plus);

    <li>IT Service Management skills and ITIL knowledge is a plus;

    <li>Excellent communication and moderation skills;

    <li>Structured, result and customer oriented work style and motivation to work in a team;

    <li>Experience with ticketing tools is a plus.

    What we offer:

    <li>Stability

    <li>Competitive Salaries & Benefits

    <li>Integration program in a professional, young & dynamic team

    <li>Health & Wellness (Private Health and Dental Insurance, Sport activities etc.)

    <li>Professional Development Opportunities (in Technical and Managerial Areas)

    <li>International Work Environment & Traveling Opportunities

    <li>Relocation Package for non-Timisoara Residents

    <li>Flexibility Program including flexible hours, mobile work and sabbaticals

    Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent, and affordable solutions for vehicles, machines, traffic and transportation. In 2018, Continental generated preliminary sales of around i44.4 billion and currently employs around 244,000 people in 61 countries and markets.

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