HR IT Service Level Manager

Há 3 dias

Porto, Portugal Continental Tempo inteiro

Your tasks

As a IT Service Level Manager (M/F/diverse) within the Global HR IT Organization you are responsible for monitoring the Service Level Agreements for various Software as a Service (SaaS) Solutions.
- Ensuring that the current and future service requirements of customers are identified, understood and documented in SLA (Service Level Agreement) and SLR (Service Level Requirement)
- 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 supervised services 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 (Operational Level Agreement) and other agreements on a regular basis, ideally at least annually
- Identifying all key stakeholders and customers for supervised services
- 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
- Participation in IT projects to ensure Service Design and Transition if needed
- Substitution of other SLMs in case of absence

**Profile**:

- Academic degree in Computer Sciences, Business Administration, Business Informatics or several years of work experience the above mentioned field
- Knowledge and experience in IT Service Management
- Experience in managing external service providers
- First experience in project management, ideally as project lead (M/F/divers)
- Expertise in knowledge and information management
- Preferably knowledge in cloud solutions and architecture
- Fluent in English (spoken and written)
- Excellent communication and moderation skills
- Independent, structured, results and customer oriented work

**Offer**:
If you meet the requirements you will hear from us in 15 days

About us

The HR IT department of Continental takes care about all IT services related to our employee lifecyle needs. Beside diverse, exciting and challenging projects around the globe, the remarkable highlight of our organization is the inspiring team spirit. We are working for one another with a high passion to win, celebrate success with the trust given freedom to act.

***

**Keyfacts**:

Job ID
**REF47217I**

Location
**Porto**

Leadership level
**Leading Self**

Job flexibility
**Hybrid Job**
- Legal Entity
- **CONTINENTAL ENGINEERING SERVICES PORTUGAL, UNIPESSOAL, LDA

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