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:

Permanent 

Start Date:

ASAP

Location:

Timișoara , România

Contact:

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.

Contact

Datele de contact vor fi vizibile dupa ce veti aplica!

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