Service Level Management Specialist

☞ Vector Synergy

Vue: 140

Jour de mise à jour: 16-11-2025

Localisation: Mons Hainaut

Catégorie: Finance / Banque / Stock

Industrie:

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le contenu du travail

Location:
Mons, Belgium

Security Clearance:
NATO Secret

Reference No:
C000619 / Mons

Skills, knowledge, experience required:
  • Deep technical skillset and knowledge of customer environment;
  • Ability to bridge gaps between Service line teams and drive rapid recovery during incidents;
  • Ability to ensure delivery Excellence;
  • Sound knowledge of service design, transition and operation processes;
  • Knowledge of ITIL v3;
  • Analytic skills;
  • Communication skills;
  • Presentation skills;
  • Leadership skills.
Duties/role:
  • Meeting with service lines point of contacts on regular basis to review updates on SLA operational, cost and measure on service delivery controling targets achievement as agreed in the customer service delivery plan;
  • Working with Global account management team and customer to resolve customer complaints and/or escalations as needed and with Customer relationship management team to help improve customer relationship;
  • Acting as the single point of contact between SLA owner and the relevant service lines within the scope of services of the given SLA for any issues relevant to service delivery;
  • Assuring that Service lines and service line components are designed and delivered to meet their availability targets;
  • Being responsible to proactively monitor and report on service delivery progress and evolution to service lines, the agency executive management and customer;
  • Advising Demand Management in accelerating opportunities forward through a deep service delivery trend analysis;
  • Driving performance in troubled service lines to achieve productivity issues;
  • Proactively managing business controls;
  • Providing input to service performance status to Demand Management and the customer on regular basis and/or per request, including root cause analysis and service improvement plans;
  • Leading weekly and monthly status meetings with service lines, Demand management and the customer;
  • Being responsible to achieve SLA targets, handle incidents, coordinate incident and problem managers, Service line resolver groups;
  • Managing cost, financial claim to the customers within the scope of the SLA, service activations and deactivations, (by approving when a service is fully transitioned and ready to production).
VECTOR SYNERGY sp. z o.o., ul. Marcelińska 90, 60-324 Poznań, NIP PL7811857270, REGON 301575740, KRS: 0000369575

Rejestr Przedsiębiorców KRS prowadzony przez Sąd Rejonowy Poznań – Nowe Miasto i Wilda w Poznaniu, VIII Wydział Gospodarczy KRS,

kapitał zakładowy wynosi: 73 500,00 złotych wpłacony w całości, TEL +48 616684500, FAX +48 616684501, www.vectorsynergy.com, info@vectorsynergy.com
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Date limite: 31-12-2025

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