IT Service Level

1 semana atrás

Lisboa, Lisboa, Portugal CCR Commercial Refrigeration Tempo inteiro


Overview

The IT Service Level & Vendor Specialist will be responsible for monitoring, reporting, and optimizing IT service performance, managing relationships with third-party vendors, and ensuring compliance with agreed Service Level Agreements (SLAs) and contractual obligations.

This role reports to the IT Business Partnering & Workplace Manager.



Responsibilities

  1. Service Level Management:
  • Define, negotiate, and manage Service Level Agreements (SLAs)
  • Monitor IT service performance against SLAs and KPIs using dashboards, reports, and analytics tools.
  • Implement IT processes in Atlassian Jira Service Management tool
  • Identify service performance gaps and lead initiatives to address deficiencies.
  • Work closely with IT teams, including development, infrastructure, and support, to align Jira Service Management solutions with broader IT strategies.
  • Act as a liaison to the Service Delivery Manager
  1. Vendor Management:
  • Act as the main point of contact for IT vendors and service providers.
  • Participate in vendor selection, contract negotiation, and renewal processes.
  • Track vendor performance, risk, and cost-effectiveness.
  • Work with Procurement and Legal teams to manage vendor agreements and amendments.
  1. Governance & Reporting:
  • Build inside the Atlassian Jira Service Management tool the KPIs and reports related to vendor contracts and SLA performance.
  • Maintain accurate records of contracts, SLAs, vendor scorecards, and performance dashboards
  • Ensure compliance with internal IT governance policies and external regulatory requirements


Qualifications

  • Bachelor's degree in Information Technology, Business Administration, or a related field.
  • 3-5 years of experience in IT service management, vendor management, or a related discipline.
  • Experience working in a multinational or global organization is strongly preferred.
  • Strong understanding of ITIL framework (certification preferred).
  • Proficient in Atlassian Jira Query language, Rest APIs, and Confluence.
  • Atlassian Jira Service Management Administrator certification(s) are highly desirable.

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