End-to-End Service Level & KPI Manager

Brevco Services; Eigenbrakel; Teletrabalho; EUR 70 000 - 90 000; Tempo integral

Resumo da oferta

Brevco Services is seeking a Service Delivery professional to monitor end-to-end service delivery, ensuring engagement across delivery entities and value realization. The role requires coordinating with SDMs, customers, and data analysts while driving SLA discussions and KPI reporting.

The successful candidate will manage KPI catalogs, promote cross-team collaboration, and serve as the main customer contact for Service Level activities, translating KPI needs into actionable, automated reporting.

Qualificações

• All mandatory requirements must be met to apply.
• Degree or 5 years of relevant experience required.
• Mandatory knowledge of Service Design, Transition and Operation processes.
• Experience in lifecycle-based projects/programmes/services management.
• Experience in resource planning and allocation.
• Excellent oral and written communication; briefing skills.
• Advanced organizational and analytical problem-solving skills.
• Nice to have ITIL v3 or higher certificate.

Responsabilidades

• Monitor end-to-end service delivery and ensure engagement of delivery entities.
• Establish communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and stakeholders.
• Contributes to SLA preparation and negotiations.
• Develop KPIs linked to SLA targets and communicate with stakeholders.
• Manage Agency-wide KPI Catalogue.
• Encourages collaboration between Service Delivery entities and performs proactive customer reviews with Demand Management and Service Owners.
• Main point of contact to the customer for activities related to the Service Levels.
• Make sure that agreed KPIs are monitored and reported.
• Translates KPI requirements into technical terms for reporting automation.
• Provide guidance to the stakeholders.

Conhecimentos

Service Design

Service Transition

Service Operations

Lifecycle management

Resource management

Communication skills

Organizational & analytical

Formação académica

University degree or equivalent to BSc

ITIL v3 or higher Certificate

Descrição da oferta de emprego

Brevco Services is seeking a Service Delivery professional to monitor end-to-end service delivery, ensuring engagement across delivery entities and value realization. The role requires coordinating with SDMs, customers, and data analysts while driving SLA discussions and KPI reporting.

The successful candidate will manage KPI catalogs, promote cross-team collaboration, and serve as the main customer contact for Service Level activities, translating KPI needs into actionable, automated reporting.