Service Level and Reporting Manager (with German)

Capgemini; Katowice; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Medicover medical care

Private life insurance

Sports card

Capgemini Helpline for wellbeing

Educational podcast Lets talk about 1t

Hybrid work model

100+ training tracks on NEXT

Job summary

Capgemini Polska seeks a Service Level & Reporting Manager to define and monitor service performance, SLAs, OLAs, and KPIs. You will develop data-driven insights, collaborate with Service Delivery and Operations, and create dashboards to drive continuous improvement.

You will work within a hybrid setup, engaging with business teams and leadership to elevate service outcomes and ensure compliance with governance standards.

Qualifications

• Bachelor's degree in a related field is required.
• Strong experience in Service Management, Service Delivery, Reporting, BI, or IT Operations.
• Proficient with reporting/visualization tools and IT governance (ITIL).

Responsibilities

• Define, monitor, and govern service performance metrics, SLAs, OLAs, and KPIs.
• Analyze data and provide actionable insights to leadership.
• Deliver regular performance reports to management and stakeholders.
• Create dashboards and reporting frameworks using enterprise tools.
• Lead continuous service improvement initiatives based on data and feedback.

Skills

Fluent German

Fluent English

IT Operations

Education

Bachelor's degree in Business Administration, Information Technology, Data Analytics, or a related field

Tools

Power BI

Tableau

Excel

ServiceNow Reporting

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

The Service Level & Reporting Manager is responsible for defining, monitoring, and reporting service performance across internal teams and external service providers. The role ensures that agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) are achieved, while providing data-driven insights to support operational excellence and continuous service improvement.

Your tasks

• Define, maintain, and govern service performance metrics, SLAs, OLAs, and KPIs.
• Monitor service performance and identify trends, risks, and improvement opportunities.
• Develop and deliver regular operational, management, and executive performance reports.
• Analyze service data and provide actionable insights to stakeholders and leadership teams.
• Collaborate with Service Delivery, Operations, Supplier Management, and Business teams to improve service outcomes.
• Ensure accurate data collection, validation, and reporting processes.
• Drive service review meetings and present performance results, risks, and improvement plans.
• Support service governance activities, audits, and compliance requirements.
• Create dashboards and reporting frameworks using enterprise reporting tools.
• Lead continuous service improvement initiatives based on performance analysis and customer feedback.
• Manage reporting automation and data quality enhancement projects.

Your profile

• Bachelor's degree in Business Administration, Information Technology, Data Analytics, or a related field.
• Experience in Service Management, Service Delivery, Reporting, Business Intelligence, or IT Operations.
• Strong understanding of SLA, KPI, and performance management frameworks.
• Experience with reporting and visualization tools such as Power BI, Tableau, Excel, or ServiceNow Reporting.
• Familiarity with ITIL practices and service governance models.
• Experience in working with large datasets and performance analytics.
• Knowledge of supplier and vendor performance reporting is an advantage.
• Fluent German and English language skills.

What You'll Love About Working Here

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube.

About Capgemini

Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.

Make it real | www.capgemini.com