Service Level Manager in Timiş

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:


Start Date:



Timișoara , România


Bojan Ulemek | +49 89 23 88 98 671

Qualifications :

  • BE/Diploma in computer science, Information Technology, Electronics & Communications with relevant experience.

  • 6 to 8 years of Experience in Service level Management

  • Knowledge of mobile network domains and functions (Network operation center , field, Project)

  • Expert Knowledge of Network Operations management

  • Knowledge of Stakeholder management

  • Extensive knowledge of IT outsourcing activities in a managed services environment

  • Commercial/finance/governance understanding

  • ITIL and ISO 20000 frameworks

  • Knowledge of all aspects of the IT functional and capability areas

  • Knowledge of business environment, service requirements and culture

  • Technical understanding with ability to translate into business concepts

  • Good knowledge of FTTH, GPON technology, IP Networking and protocols

  • Good Understanding Transmission domain

  • Good understanding of MetroE networks and Broadband networks.

  • Good knowledge of Vendor Management

  • Should have user level knowledge of Operation Support Systems / Network Management System tools, preferable to have experience on Netcool, Remedy

Must Have Skills :

  • 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.

  • Negotiate, agree, design, manage and maintain SLA's and associated credit structures as required.

  • Negotiate, agree, design, manage and maintain Operational Level Agreements (OLA's)) as required.

  • Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.

  • Develop and manage Corrective Action Plans with Service Providers as necessary.

  • Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes.

  • Responsible for Daily Service Review, Weekly Service Review and Monthly Service Review processes, ensuring they are run effectively.

  • Accountable for all aspects of Performance Management, including problem escalation and SLA management. Tracks escalated performance issues and disputes with Service Providers.

  • Drive continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts.


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