Service Level Mng for Communication services and BPA - IT TSR

Employer: Continental
  • Engineering
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • Timisoara
  • Updated at: 18.02.2018
    Short company description

    Concernul Continental AG este unul dintre furnizorii de top ai industriei auto din lume. În calitate de furnizor de sisteme de frânare, sisteme și componente pentru trenuri de rulare și sasiuri, instrumente, soluții de informare și divertisment, electronică auto, pneuri și produse tehnice din elastomeri, Continental contribuie în mod constant la un plus de siguranță în trafic și la protecția climei la nivel global. De asemenea, Continental este un partener în comunicarea auto interconectată.



    With sales of €39.2 billion in 2015, Continental is among the leading automotive suppliers worldwide and currently employs more than 215,000 employees in 55 countries. The Automotive Group with its three divisions Chassis & Safety (sales of approx. €8.4 billion in 2015, roughly 40.000 employees), Powertrain (sales of approx. €7.1 billion in 2015, roughly 35,400 employees) and Interior (sales of approx. €8.2 billion in 2015, roughly 40,500 employees) achieved sales of approximately €23.7 billion in 2015. The Automotive Group is present in more than 170 locations worldwide. As a partner to the automotive and commercial vehicle industry, it develops and produces innovative products and systems for a modern automotive future in which cars provide individual mobility and driving pleasure consistent with driving safety, environmental responsibility, and cost-efficiency.

    The Service Level Manager (SLM) (m/f) eSign, emPower, Communication services and BPA will be the main face to the customer in regard to IT service related topics. In detail the SLM tasks include: * 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, ideally 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 problem solving and continual service improvement, lead service review meetings

    * Academic degree in Computer Science, Business Administration, Business Informatics or similar educational background
    * IT Service Management skills and ITIL knowledge is a plus
    * Basic knowledge in IT Project Management
    * Familiar with IT systems, Web 2.0 technologies, experience with collaboration platforms such as Microsoft O365 and IBM platforms and products:
    * O365 based Applications
    * Custom Lotus-Notes based Applications
    * Custom Web-Applications and Web Services
    * Fluent 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 work style and motivation to work in a team
    * Experience with HP Service Manager is a plus

    *Integration Program in a professional, young & dynamic team *Competitive Salaries (based on performance) & Benefits *Health & Wellness (Private Health and Life Insurance, Sport activities etc.) *Professional Development Opportunities (in Technical and Managerial Area) *Stability *International Work Environment & Traveling Opportunities *Relocation Package for non-Timisoara Residents.

    Ready to drive with Continental? Take the first step and fill in the online application.