Service Level Manager - IT TSR

Employer: Continental
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • Timisoara
  • Updated at: 03.12.2020

    Job Description:

    - Ensuring that the current and future service requirements of customers are identified, understood and documented in SLA and SLR 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 each customer service 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 and other agreements on a regular basis, at least annually;

    - Identifying all key stakeholders and customers;

    - 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 incident management, problem solving and continual service improvement, lead service review meetings.

    Job Requirements:

    - Academic degree in Computer Science, Business Administration, Business Informatics or similar educational background;

    - Familiar with IT systems, web technologies, experience with collaboration platforms and products;

    - IT Service Management skills and ITIL knowledge is a plus;

    - Excellent communication and moderation skills;

    - Structured, result and customer oriented work style and motivation to work in a team;

    - Experience with ticketing tools is a plus.

    - Fluent English - written and spoken (German is a plus).

    What we offer:

    - Integration Program in a professional, young & dynamic team;

    - Competitive Salaries (based on performance) & Benefits;

    - Health & Wellness (Private Health and Dental Insurance, Sport activities etc.);

    - Professional Development Opportunities (in Technical and Managerial Area);

    - Stability;

    - International Work Environment & Traveling Opportunities;

    - Relocation Package for non-Timisoara residents;

    - Flexibility Program including flexible hours, mobile work and sabbaticals.

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