Service Level Manager

4 days ago

Budapest, Budapest, Hungary Aeven Full time 4,500,000 - 7,500,000 per year

The Service Level Manager is responsible for ensuring that IT services are delivered in line with agreed service levels and business needs. The role focuses on building, maintaining, and improving service level agreements (SLAs), monitoring performance, and driving continuous improvement across IT services.

In addition to core responsibilities, this role requires flexibility to provide support in other ITIL roles and processes when needed, as well as to contribute to automation initiatives that improve efficiency, especially around service performance and KPI reporting.

Key Responsibilities:

  • Develop, and maintain SLAs, OLAs, and underpinning contracts (UCs).
  • Support Delivery Management with commercial negotiations in relation to SLA's
  • Ensure the service catalog is accurate, maintained, and aligned to business requirements.
  • Monitor, measure, and report on service performance against agreed targets.
  • Drive automation initiatives to streamline KPI reporting and enhance visibility of service performance.
  • Facilitate regular service review meetings with business stakeholders and suppliers.
  • Act as an escalation point for service quality issues and SLA breaches.
  • Identify and drive service improvements to enhance efficiency and customer satisfaction.
  • Collaborate with ITIL process owners (Incident, Problem, Change, Capacity, Availability, etc.) to ensure service management processes are integrated and effective.
  • Provide support or cover for other ITIL-aligned processes when required, demonstrating adaptability and teamwork.
  • Contribute to risk management and service continuity planning.

Skills and Competencies:

  • Strong knowledge of ITIL and IT service management best practices.
  • Proven experience managing SLAs, service reporting, and stakeholder communication.
  • Familiarity with reporting and automation tools (e.g., Power BI, ServiceNow reporting, or similar).
  • Analytical mindset with the ability to interpret data and identify trends.
  • Strong interpersonal skills with the ability to influence at all levels.
  • Flexible and adaptable, with the ability to support multiple ITIL processes when needed.
  • Proactive, collaborative, and customer-focused approach.

Key Relationships:

  • Internal: Service Desk, IT service owners, process managers, technical teams.
  • External: Business stakeholders, suppliers, vendors.

Measures of Success:

  • High SLA compliance and reduced service-related escalations.
  • Improved automation and efficiency in KPI reporting.
  • Positive business satisfaction with IT services.
  • Effective collaboration across ITIL processes.
  • Demonstrated adaptability in supporting additional ITIL roles as needed.
  • Continuous improvements in service quality and performance.

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