Service Level Manager

hace 3 semanas

Madrid, España Axpo Group A tiempo completo

**Workload: 100%**

Join Axpo Services EMEA as our Service Level Manager, where you will be the pivotal point in managing the life-cycle of service level agreements within our dynamic IT environment. This role offers you the opportunity to work with various stakeholders, ensuring the alignment of IT services with business objectives and customer expectations. If you're passionate about IT service excellence and thrive in roles that blend technical expertise with strategic thinking, we want to hear from you

**What You Will Do**:

- Proactively monitor and track SLA compliance, addressing deviations and presenting findings in customer service reviews.
- Perform root cause analysis for service level deviations to prevent recurrence.
- Support the negotiation of new SLAs and underpinning contracts, ensuring alignment with business and IT objectives.
- Renew or adjust SLAs in response to evolving customer needs.
- Manage the documentation of SLAs and related materials, including training documents.
- Collaborate with the IT Service Level Management Process Owner in evaluating and improving management systems.
- Liaise closely with Capacity, Availability, and Incident Management teams.

**What You Bring & Who You Are**:

- ITIL Managing Professional or Strategic Leader certification (minimum ITIL 4 Foundation).
- At least 2 years of profound experience in IT Service Level Management.
- Proficiency in service management practices based on ITIL 4.
- Experience with ServiceNow or Power BI is a plus.
- Strong skills in process design and implementation in complex environments.
- Effective communication tailored to needs and levels.
- Proficiency in English; German is a plus.

**About the Team**:
You'll meet with a great group of professionals dedicated to driving digitization and enhancing IT service level management capabilities. Our team is committed to ensuring efficient process design and operation, working closely with service management, procurement, and finance departments. We foster an environment of collaboration and continuous improvement, providing an ideal setting for professional growth and success.

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