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We are looking for a Service Level Management (SLM) Manager The role of Service Level Manager is to ensure the goals of the Service Level Management process are achieved. The main goal is to ensure that the levels of IT service delivery are achieved, both for existing and new services in accordance with the agreed targets. RESPONSIBILITIES ·Develop the SLA governance and the related Metrics / KPIs ·Document, agree, monitor, measure, report and review the level of IT services provided to the customer as per the Governance model agreed ·Provide and improve relationship and communication with the business and customers ·Ensure that specific and measurable targets are developed for all IT services ·Monitor and improve customer satisfaction with the quality of service delivered ·Monitor service performance against SLAs ·Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered ·Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so ·Determine, document and agree requirements for new services and produce SLRs ·Review and revise underpinning agreements and service scope, Produce service reports ·Conduct service reviews and instigate improvements within an overall SIP KEY SKILLS AND COMPETENCIES ·5-8 years of service delivery experience ·Knowledge of ITIL Operational Processes ·Should have good communication skills. ·Shows great commitment to the work ·Analytical and problem-solving capabilities ·Strong interpersonal skills, tenacity and flexibility. ·Graduate in any discipline ·Proficient in MS Word, Excel, Access, PowerPoint Have we piqued your interest? Then please contact Kerstin Pidde or Frank Giese.