IT Service Level Manager

Kostal Global Business Services Center

Standszám:

A2

KOSTAL Group is a global, family-owned German company that develops market-leading solutions for the solar and automotive industries. The company was established in 1912 and employs about 20 000 people at 47 locations in 22 countries. In Hungary, KOSTAL is about to build its first business service centre to provide business support in IT, finance, procurement, master data, sales and HR fields. This will be a global centre with high value-added and complex processes which you can help to build.

Job Description

Negotiate, get buy-in for, design, and maintain the most appropriate SLM structure for KOSTAL’s IT organization, taking into consideration Operational Level Agreements (OLA) within IT, Service Level Agreements (SLA) with the Business and other relevant Key Performance Indicators (KPI), as necessary.
Develop and maintain relationships within KOSTAL with the different Business units, understanding their requirements and gathering feedback so as to enhance the Service Level Management process
Explain targets and take accountability for the monitoring of performance objectives in the IT department in terms of customer satisfaction, cost performance, return on investments, risk, compliance and governance requirements
Work with Change Managers to understand the Service Level requirements for proposed new services and changes
Participate in the incident management continuous improvement program, control reports and make reports available to users and customers
Manage and monitor the adherence to industry standards and best practices
Create and implement framework for Customer Satisfaction Process
Explore the various methods used within KOSTAL
Select the best to be made standard and global
Build implementation plan
Lead the transformation into operation

Qualifications

Bachelor’s Degree or relevant IT education on the field of Business Informatics/IT Service Management
ITIL v3 Foundation certification and working knowledge of ITIL
ITIL v4 Certification is an advantage
3-5 years customer service with experience working in a Service Management environment
Sound knowledge of one or more IT Service Management toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management)
Experience with OTRS ticketing tool is an advantage
Good understanding of the overall IT infrastructure from a Service Management point of view
Significant Experience of configuring Service Level Management in an ITSM System
Fluent in English

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