Service Level Manager

Working hours: 14-22

Tasks:

• Engage with customers daily to ensure satisfaction and address any concerns.
• Collaborate closely with support teams to ensure seamless operations and service
• delivery.
• Act as the first line of escalation in the escalation matrix, managing and resolving complex issues efficiently.
• Handle escalations from both customers and internal teams to ensure timely resolutions.
• Review, monitor, and manage the results of OPS KPIs defined per service.
• Define, negotiate, and adjust OPS KPIs to meet evolving service
• requirements.
• Initiate, define, lead, and prioritize process and service improvements.
• Drive initiatives to enhance service delivery and operational efficiency.
• Coach support teams to foster professional development and improve performance.
• Provide guidance and support to ensure adherence to service standards and processes.
• Negotiate Service Level Agreements (SLAs) and Operational Level Agreements
• (OLAs) to ensure alignment with customer and business expectations.
• Oversee ITSM processes including Incident Management, Problem Management, Fulfillment Requests, and Change Management.
• Ensure adherence to ITSM best practices and procedures.
• Maintain and update Standard Operating Procedures (SOPs) to reflect current processes and best practices.
• Prepare and lead Monthly Service Reviews (MSRs) to assess service performance and identify areas for improvement.
• Prepare and deliver regular OPS reports to both internal and external stakeholders.
• Ensure high-quality communication, including timely updates, accurate templates,
• and appropriate frequency.
• Act as an ambassador of Lingaro's Core Values, promoting a positive work environment and fostering strong relationships with customers and team members

Requirements:

• Good understanding of the Customer's business and how IT contributes to the delivery of service
• ITIL certification is a plus
• Excellent communication and negotiation skills
• Strong knowledge and experience in contract/supplier management
• Able to interact successfully with all levels of the Customer and IT Provider organization
• Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
• Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc.)

We offer:

• Stable employment. On the market since 2008, 1500+ talents currently on board in 7 global sites.
• “Office as an option” model. You can choose to work remotely or in the office, depending on your location.
• Flexibility regarding working hours and your preferred form of contract.
• Comprehensive online onboarding program with a “Buddy” from day 1.
• Cooperation with top-tier engineers and experts.
• Unlimited access to the Udemy learning platform from day 1.
• Certificate training programs. Lingarians earn 500+ technology certificates yearly.
• Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
• Internal Gallup Certified Strengths Coach to support your growth.
• Grow as we grow as a company. 76% of our managers are internal promotions.
• A diverse, inclusive, and values-driven community.
• Autonomy to choose the way you work. We trust your ideas.
• Create our community together. Refer your friends to receive bonuses.
• Activities to support your well-being and health.
• Plenty of opportunities to donate to charities and support the environment.
• Modern office equipment. Purchased for you or available to borrow, depending on your location.