SLA & KPI Lead – IT Service Performance

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

Job summary

Wlgroup in Belgium near Brussels seeks a Service Level Manager to ensure IT services deliver as promised and to quantify it in numbers. You will own SLAs, KPIs, and reporting, acting as the main customer contact for service levels, and coordinating reviews with demand management and service owners.

The role emphasizes end-to-end service ownership, cross-team alignment, and turning KPI requirements into automated reporting specifications.

Qualifications

• A degree in a scientific or engineering field, 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

• Following each service from end to end and making sure every delivery team plays its part.
• Helping prepare and negotiate SLAs, and defining the KPIs and target levels that sit behind them.
• Running the organisation-wide KPI catalogue and keeping it accurate.
• Being the main contact for customers on anything to do with service levels.
• Holding regular customer reviews together with demand management and service owners.
• Turning KPI requirements into technical specifications so reporting can be automated.
• Keeping service delivery managers, account managers and analysts aligned on one agreed picture.

Skills

Service design

IT service management

Stakeholder communication

KPI management

Resource planning

Analytical thinking

Briefing senior stakeholders

Education

Engineering or scientific degree

5 years relevant experience

Tools

ITIL

Job description

Wlgroup in Belgium near Brussels seeks a Service Level Manager to ensure IT services deliver as promised and to quantify it in numbers. You will own SLAs, KPIs, and reporting, acting as the main customer contact for service levels, and coordinating reviews with demand management and service owners.

The role emphasizes end-to-end service ownership, cross-team alignment, and turning KPI requirements into automated reporting specifications.