SLA Manager

• Practice Cloud & Infrastructure

• Technologies Infrastructure & Cloud

• Location Luxembourg, Luxembourg

• Type Contract

My client are currently searching for SLA Manager.

• Start ASAP
• 6 month rolling contract
• English speaking
• Daily rate open depending on experience
• 3 days onsite in Luxembourg City

Management of SLAs and KPIs
• Define, formalize and develop SLAs with stakeholders (internal and external)
 • Implement, maintain and improve a dashboard for monitoring SLAs and KPIs
• Produce regular reports for IT teams, management and internal/external clients
• Alert and trigger action plans in the event of deviation or non-compliance

ITSM Governance
• Actively participate in the governance of ITSM processes (Incident, Problem, Change, Request, etc.)
• Ensure alignment of SLAs/KPIs with existing ITIL processes
• Collaborate with Process Owners and technical teams to ensure consistency of measurements
Continuous improvement
• Identify avenues for improving services through indicator analysis
• Propose recommendations and participate in their implementation
• Contribute to the organization's ITSM maturity

Profile sought
• Mastery of ITSM concepts (ITIL v4 or v3) – ITIL certification required
• Significant experience in SLA/KPI management in an IT context
• Knowledge of the ITSM management tool: ServiceNow
• Advanced Excel proficiency and data visualization tools (Power BI, Tableau, etc.)
• Ability to produce clear, automated and actionable reports
 

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