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SLA Manager

Operations & Projects
Belgium - Liège

Scope

The role of the SLA Manager is to ensure that all service level agreements (SLAs) for services across the organization are delivered according to specifications. The SLA Manager/Service Manager will be involved as a key stakeholder on the SLA business definition. The SLA manager shall gain an understanding of the organization’s SLA needs for future systems based on Cloud/SaaS/OnPremise deployments. SLA manager provides regular Service Reports with performance review against Service Level Objectives on Customer Incidents, Change Requests and Request for Information and on other possible activities as Software upgrades, preventive maintenance, on-site interventions when applicable. As Service Manager the candidate will also be involved on the transformation to sell products as SaaS contributing to key services as MediaHub. Regular review of applicable installed based, invoicing and follow up of SLA contract renewals are part of the SLA Operational responsibilities.

Job Description

Key responsibilities of an SLA Manager include, but are not limited to, the following:

  • Participate in the SLA goals definition, SLA requirements capturing, and SLA corporate strategy.
  • SLA Service Contract follow-up: Translate Service Contract into Service Level Objectives and targets towards the customer, customer support team, IT and third-party service providers (setup of tools, internal Kickoff, External Kickoff and back-to-back agreements).
  • Monitoring SLA performance for compliance with organizational needs and requirements.
  • SLA Service Activation: Setup all support activities and resources in order to meet the SLA performance obligations (Review global planning and organize required training, monitor SLA Welcome Guide). Ensure practices are standardized and used.
  • SLA execution: recurrent activities which include Service Execution, Resource Management follow-up, Monitor day to day activities, remote locations support, update documentation.
  • Customer SLA Management: Report changes, Escalation handling, Exception Handling.
  • SLA Contract Renewal: Manage all activities required to support the Contract renewal.
  • SLA Contract Closure: Manage all activities related to customer notification, finance notification, Support notifications, product management notifications, and close service contracts on the ERP system.
  • SLA Service Reporting: Generate service report based on SLA performance template, validate Service against Service Contract, evaluate Customer satisfaction through Customer Support survey.
  • Developing, managing, and administering service management best practices including training.
  • Service Manager: participate in the day-to-day operations of key SaaS to ensure the right level of operations, documentation, and operations.
  • Inventory Monitor: Monitor the current equipment used internally or rented and propose to sale when applicable.

Profile

  • Engineer, Bachelor’s, Master’s or Ph.D. degree in Engineering.
  • 5+ years of experience in maintenance and operations.
  • In-depth knowledge of SLA management, customer support, and delivery of services around the world.
  • Experience in ITIL processes.
  • Knowledge in Datacenters/Cloud.

 

The following technical experiences are not mandatory, and will be considered as an asset:

  • Experience with Support/SLA tooling.
  • Experience with contract management and back-to-back agreements.
  • Experience with Linux/Windows.
  • Experience in the broadcast industry.
  • Experience with Service design.
  • Experience with Service pricing.
  • Experience with Legal/Contractual activities.

 

Soft skills:

  • Achieves high-quality results through thoughtful analysis and planning; target driven and result oriented.
  • Excellent communication and documentation skills, shares information actively; responds properly, reports on-time; accepts criticism and other opinions, addresses criticism constructively.
  • Focus on quality, detail-minded, willing to take care of customer point of view.
  • Open to changes and continuous learning.
  • Capable of executing tasks autonomously, of planning and communicating planning and progress, of getting help where needed.
  • Capable of presenting and customer-facing.
  • Shows initiative.
  • Good written and verbal communication skills.
  • Excellent team player.
  • Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

 

Languages:

  • Fluent in English.
  • French, Spanish, Dutch or other languages are considered as assets.

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance. 

EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobility.

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.

Check out our website if you want to know more about why you should join EVS !

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