Service Level Manager

Job Description

Who we are

This initiative, led by a prominent European-level organization, focuses on creating a more efficient, modern, and secure environment and procedures. By joining this project, you will have the chance to work on critical topics such as digitalizing processes, streamlining procedures to facilitate trade and reduce costs.

This meaningful project not only allows you to contribute to a key area of European cooperation but also offers diverse professional growth opportunities, a collaborative work environment, exposure to cutting-edge technologies, and the chance to experience diversity in your daily professional life.

What you'll be doing

• Identifying, negotiating, and maintaining Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to meet business needs.
• Monitoring, reviewing, and improving service performance through reports, reviews, and corrective actions.
• Keeping track of changing business priorities and ensuring IT services support organizational objectives.
• Building strong relationships with customers, IT providers, and third-party suppliers to ensure service targets are met.
• Identifying, initiating, and implementing service improvement initiatives and ensuring adherence to best practices.
• Tracking Key Performance Indicators (KPIs), managing complaints, escalating issues, and ensuring compliance with service standards.
• Assessing the impact of changes on service levels and attending Change Advisory Board meetings when necessary.
• Guiding Service Level Management Analysts in process adherence and identifying opportunities for process and tool improvements.
• Conducting audits, maintaining service governance, and escalating concerns to ensure process efficiency.
• Driving awareness of Service Level Management through internal communications, training, and stakeholder engagement.

What you'll bring along

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What’s in it for you

NTT DATA Romania is an equal opportunity employer and considers all applicants regardless to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees.

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What’s in it for you

Your unique talent is what matters. NTT DATA Romania is an equal opportunity employer and considers all applicants regardless to race, color, religion, citizenship, national origin, ethnicity, age, gender, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic.

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