Service Level Manager

Job description

For one of our customers we are looking for Service Level Manager. SLM is normally works independently, takes the initiative, follows the work plan, checks progress against objectives, reports any deviations. Seeks guidance on key issues as appropriate and continues to develop expertise in the capability. SLM is responsible to manage all account reports, co-ordinate production of competencies reports in a timely manner, update and ensure compliance to SLM & Reporting governance against the contact using an documented Process.

Main SLM responsibilities cover:
·  Monitor and Report Service Level achievements
·  Collect Service Level Metric data
·  Monitor Service Metrics
·  Identify potential and actual Service Braches
·  Conduct Service Review
·  Plan Service Review
·  Evaluate performance against SLA
·  Review Service Result with Supplier / Delivery organization
·  Review Service Result with Client
·  Formulate Service Improvement Plan
·  Identify service issues
·  Investigate problem issues
·  Maintain relationships with stakeholders, customers and key users
·  Maintain communication with stakeholders, customers and key users Additional Benefits:
·  Trainings and certifications
·  Private medical package and insurance package
·  Multisport Card
·  Working on international projects in multicultural teams
·  Good to be an IBMer discounts
·  Cinema & trips for IBMers
·  Language classes
·  Summer camps for children
Auto req ID

55377BR
Required Education

Bachelor's Degree
State / Province

DOLNOSLASKIE
Primary job category

Project Management
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 25% or 2 days a week (home on weekends- based on project requirements)
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

WROCLAW
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  Business Experience: 1-3 years in similar role
·  Excellent communication skills
·  Demonstrating pro-active communications while maintaining and enhancing relationships with IBM, external and internal counterparts
·  Good analytical skills and ability to read, understand and report metrics
·  Understanding of IT providers services
·  Advance Knowledge of Excel, PowerPoint
·  Fluent English
Country

Poland
Preferred Technical and Professional Experience

·  Good negotiation skills
·  Highly organized and detail oriented
·  Education: ITIL Foundations (good to have).
·  Self-motivated and able to work independently
·  Flexibility to travel
Secondary Job Category

Other Project Management
Eligibility Requirements

None