Service Level Manager (w/m/d)


Our customers dedicated Software Development team develops, maintains and implements innovative customer solutions for the digital bank of tomorrow. We are looking for a candidate that loves to support customers to achieve their targets.

Main tasks:

  • Establishing and maintaining a constructive relationship between the service provider and the customer
  • Managing customer complaints including their recording, management, escalation (where necessary) and resolution
  • Ensuring for the fastest possible restoration of IT services in the event of a class 1 outage
  • Acting as the first level of escalation for incidents if they cannot be resolved within the agreed service levels.
  • Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted

Additional Responsibilities:

  • Providing documentation for and participating in the service performance reviews with the customer
  • Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
  • Measuring, recording, analyzing and improving customer satisfaction
  • Ensuring that all changes are assessed for their impact on service levels

Qualifications:

  • Bachelor’s degree (or equivalent) in Computer Sciences or related field
  • Minimum +5 years‘ experience working in similar mandates and with agile project management methodologies (SCRUM / SAFe)
  • ITIL certification or experience in IT Operations
  • A high degree of independence, solution orientation and diplomatic assertiveness as well as a pronounced willingness to provide service
  • Good internal and external communication skills (C-level experience) • Good stakeholder management and negotiation skills
  • Good problem-solving skills and an analytic mindset
  • Ability to demonstrate initiative, drive, and enthusiasm
  • Fluent in English (spoken and written), German is a plus -> for APAC / NE / MME
  • Fluent in German and English (spoken and written), French is a plus -> for DACH
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