SLA and KPI Manager (Service Reporting, Customer Reviews)...

Service levels only mean something when someone owns them. This role does.

A multinational defence organisation near Brussels is looking for a Service Level Manager to make sure its IT services deliver what was promised, and that everyone involved can see it in the numbers.

What you would be doing

• Following each service from end to end and making sure every delivery team plays its part
• Helping prepare and negotiate SLAs, and defining the KPIs and target levels that sit behind them
• Running the organisation-wide KPI catalogue and keeping it accurate
• Being the main contact for customers on anything to do with service levels
• Holding regular customer reviews together with demand management and service owners
• Turning KPI requirements into technical specifications so reporting can be automated
• Keeping service delivery managers, account managers and analysts aligned on one agreed picture

What you would bring

• A degree in a scientific or engineering field, or 5 years of relevant experience instead
• Solid knowledge of service design, transition and operation, with hands-on experience in at least one
• Good grounding in project, programme or service management practice across the lifecycle
• Experience planning and allocating resources
• Clear communication in writing and in person, including briefing senior stakeholders
• Strong organisation and an analytical approach to problems
• An ITIL v3 or higher certificate is a plus

Why this one is worth a look

A role with real ownership: you set the measures that a large international IT organisation is judged by, and you are the person customers turn to.