Service Level Manager (ID:2319)

Aussicht: 140

Update Tag: 06-12-2025

Ort: Braine-l’Alleud Walloon Brabant

Kategorie: IT - Software

Industrie: IT Services IT Consulting

Position: Mid-Senior level

Jobtyp: Contract

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Jobinhalt

As a Service Level Manager, you will:

Contribute to SLA preparation, negotiation, and act as the primary point of contact for all activities related to SLAs.
Monitor and report agreed KPIs, ensuring services are delivered as per the agreed standards.
Manage Agency-wide KPI Catalogue, coordinating with Service Delivery Managers, Account Managers, and other stakeholders to review SLA performance.
Ensure continuous service improvements through proactive customer reviews and collaboration with other Service Delivery entities.
Support service continuity and availability management, ensuring that all services meet their agreed performance targets.
Oversee contract fulfilment, monitor performance through KPIs, and develop strategies to address under-performance.
Draft and maintain policies, standards, and procedures for customer service functions.

What You Bring to the Table:

A minimum of 3 years of experience in service level management, preferably in IT service management.
Sound knowledge of ITIL processes with experience in at least one ITIL process.
Proven experience in SLA negotiations and customer relationship management.
Strong experience in managing and reporting on KPIs, including the use of BI tools for analysis.
Excellent communication skills with the ability to communicate effectively both orally and in writing.
Experience in managing multidisciplinary teams and supervising service delivery.
Expertise in writing SOPs, AIs, and translating business requirements into technical solutions.
A valid security clearance is required.

You should possess the ability to:

Lead SLA negotiations and ensure effective communication between customers and service delivery teams.
Analyze and monitor service performance, identifying areas for improvement and implementing changes when necessary.
Develop and implement strategies to address under-performance in service delivery.
Manage and report on complex projects, using advanced organizational and analytical skills.
Collaborate effectively with multiple stakeholders, driving continuous service improvements.

What we bring to the table:

A dynamic and collaborative environment focused on delivering high-quality services.
Opportunities for professional growth and development in service management and ITIL processes.
A challenging role where you will contribute to the overall success of service delivery across multiple sectors.
Access to cutting-edge tools and resources for service monitoring, reporting, and improvement initiatives.

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