Service Level Manager (SMA O2)

Brevco Services; Eigenbrakel; Remote; EUR 70,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Service Design

Service Transition

Service Operations

Lifecycle management

Resource management

Communication skills

Organizational & analytical

Education

University degree or equivalent to BSc

ITIL v3 or higher Certificate

Job description

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience


• Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes


• Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach


• Experience in resource management, including the planning for and allocation of resources in organizations


• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills


• Advanced organizational skills and analytical approach to problem solving

Desirable Qualifications/Experience:

• ITIL v3 or higher Certificate

DUTIES/ROLE:

• Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value


• Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders


• Contributes into SLA preparation and negotiations


• Develops KPIs and associates with the SLA target levels. Communicates with SDMs, customers and any other stakeholders and maintaining common agreement


• Manages Agency wide KPI Catalogue


• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners


• Main point of contact to the customer for any activities related to the Service Levels


• Makes sure that agreed KPIs are monitored and reported


• Translates the KPI requirements into technical terms so that KPI reporting can be automated


• Provide guidance to the stakeholders

Job requirements

All the mandatory requirements have to be met in order to apply.

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience (Mandatory)


• Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes (Mandatory)


• Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach (Mandatory)


• Experience in resource management, including the planning for and allocation of resources in organizations (Mandatory)


• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills (Mandatory)


• Advanced organizational skills and analytical approach to problem solving (Mandatory)


• ITIL v3 or higher Certificate (Nice to have)