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

Job Description

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.

• 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.

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.