IT Service Performance Lead: Own SLAs & KPIs

Wlgroup; Eigenbrakel; On-site; EUR 70,000 - 90,000; Full time

Job summary

Wlgroup, a multinational defence organisation near Brussels, is looking for a Service Level Manager to ensure IT services deliver what is promised and that the numbers reflect it clearly to stakeholders.

You will own services end-to-end, help negotiate SLAs, define KPIs and targets, run the KPI catalogue, and be the main customer contact on service levels, leading reviews with demand management and service owners, and translating KPI needs into actionable reporting.

Qualifications

• Degree in a scientific or engineering field, or 5 years of relevant experience.
• Solid knowledge of service design, transition and operation.
• Experience in project, programme or service management 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.

Responsibilities

• End-to-end ownership of each service and coordination with delivery teams.
• Define KPIs and target levels behind SLAs.
• Run the organisation-wide KPI catalogue and ensure accuracy.
• Be the main contact for customers on service levels.
• Hold regular customer reviews with demand management and service owners.
• Translate KPI requirements into technical specifications for reporting.
• Align delivery managers, account managers and analysts on a single view.

Skills

Service design

Project management

Communication

Organisational skills

Analytical thinking

Service management

Stakeholder briefing

Education

Science or Engineering degree

5 years of relevant experience alternative

Job description

Wlgroup, a multinational defence organisation near Brussels, is looking for a Service Level Manager to ensure IT services deliver what is promised and that the numbers reflect it clearly to stakeholders.

You will own services end-to-end, help negotiate SLAs, define KPIs and targets, run the KPI catalogue, and be the main customer contact on service levels, leading reviews with demand management and service owners, and translating KPI needs into actionable reporting.