Our client, a leading global IT service provider, is recruiting for a Service Level Manager to join their project in Romania .
Position Title:
Service Level Manager
Position Type:
Permanent
Start Date:
ASAP
Location:
Timișoara , România
Contact:
Bojan Ulemek | +49 89 23 88 98 671
Qualifications :
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BE/Diploma in computer science, Information Technology, Electronics & Communications with relevant experience.
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6 to 8 years of Experience in Service level Management
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Knowledge of mobile network domains and functions (Network operation center , field, Project)
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Expert Knowledge of Network Operations management
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Knowledge of Stakeholder management
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Extensive knowledge of IT outsourcing activities in a managed services environment
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Commercial/finance/governance understanding
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ITIL and ISO 20000 frameworks
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Knowledge of all aspects of the IT functional and capability areas
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Knowledge of business environment, service requirements and culture
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Technical understanding with ability to translate into business concepts
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Good knowledge of FTTH, GPON technology, IP Networking and protocols
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Good Understanding Transmission domain
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Good understanding of MetroE networks and Broadband networks.
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Good knowledge of Vendor Management
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Should have user level knowledge of Operation Support Systems / Network Management System tools, preferable to have experience on Netcool, Remedy
Must Have Skills :
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Develop and maintain strong working relationships with key internal and external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.
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Negotiate, agree, design, manage and maintain SLA's and associated credit structures as required.
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Negotiate, agree, design, manage and maintain Operational Level Agreements (OLA's)) as required.
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Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.
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Develop and manage Corrective Action Plans with Service Providers as necessary.
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Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes.
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Responsible for Daily Service Review, Weekly Service Review and Monthly Service Review processes, ensuring they are run effectively.
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Accountable for all aspects of Performance Management, including problem escalation and SLA management. Tracks escalated performance issues and disputes with Service Providers.
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Drive continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts.
