[5925] Service Level Manager

Start date: Negotiable
Clearance: NATO Secret or equivalent
Location: Bydgoszcz, Poland

Requirements:
• Proven experience in IT service management with focus on Service Level Management and SLA monitoring
• Strong understanding of ITIL processes (Service Level Management, Incident Management, Change Management)
• Experience in preparing service reports (including quarterly reporting) and conducting stakeholder review meetings
• Ability to analyse service performance data and drive continuous improvement actions
• Strong stakeholder engagement and communication skills

Duties:
• Monitor and analyse CIS service performance against agreed SLAs, including availability, response times, resolution times, and overall service quality metrics
• Produce regular service performance reports, including Quarterly Service Level Reports (QSLR), identifying SLA compliance, trends, risks, and required corrective actions
• Act as the primary interface between Operational Partners and technical teams regarding service delivery matters
• Conduct regular service review meetings with Operational Partner counterparts, including preparation of materials, presentation of service performance and documentation of agreed actions
• Coordinate with operational and technical teams to ensure service delivery aligns with agreed priorities, commitments and SLA targets
• Track and follow up on incidents, problems, and service requests impacting service performance and SLA compliance
• Support the change management process by reviewing CRQs and WOs for potential service impact, ensuring changes are scheduled to minimize disruption
• Validate post-change service performance and confirm that agreed service levels are maintained
• Identify trends, recurring issues, and systemic weaknesses through analysis of service data and Operational Partner feedback
• Propose and support implementation of service improvement initiatives to enhance service performance, reliability and Operational Partner satisfaction
• Maintain and update service management documentation, including service descriptions, reporting artefacts and procedures