Service Level Owner — KPIs, SLAs & Customer Reviews

Wlgroup; Eigenbrakel; On-site; EUR 60,000 - 90,000; Full time

Job summary

Defence Organisation near Brussels is seeking a Service Level Manager to ensure IT services meet promises and that numbers reflect performance. You will own end-to-end service delivery, define and negotiate SLAs, manage KPIs, and act as the primary client contact for service levels, coordinating reviews with demand management and service owners to keep reporting accurate and aligned across teams.

You will turn KPI requirements into automated reporting specs and assist with resource planning,

Qualifications

• Degree in science or engineering or 5 years of relevant experience
• Solid knowledge of service design, transition and operation, with hands-on experience in at least one
• Good grounding in project, programme or service management practice 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

• Own end-to-end service delivery for each service across delivery teams
• Prepare, negotiate SLAs and define KPIs and target levels behind them
• Run the organisation-wide KPI catalogue and keep it accurate
• Be the main contact for customers on anything to do with service levels
• Hold regular customer reviews with demand management and service owners
• Turn KPI requirements into technical specifications so reporting can be automated
• Keep service delivery managers, account managers and analysts aligned on one view

Job description

Defence Organisation near Brussels is seeking a Service Level Manager to ensure IT services meet promises and that numbers reflect performance. You will own end-to-end service delivery, define and negotiate SLAs, manage KPIs, and act as the primary client contact for service levels, coordinating reviews with demand management and service owners to keep reporting accurate and aligned across teams.

You will turn KPI requirements into automated reporting specs and assist with resource planning,