[5940] Service Manager (Contract Performance)

Contract: Freelance (Contract up to 48 months)
Start date: ASAP
Location: Remote (must be located within 2 hours travel distance from Luxembourg)
Clearance: NATO Secret/EU Secret/National Secret

We are currently looking for a Senior Service Contract Performance Manager to support
a project in Luxembourg.

This is a long-term opportunity within a high-impact environment managing large-scale IT
infrastructure and outsourcing services.

Requirements:
• Minimum 15 years of experience in IT service management
• At least 5 years managing large IT outsourcing / managed services contracts
• Contracts with =100 FTE teams
• Complex infrastructure environments (datacentres, cloud, OS, etc.)
• SLA management and reporting
• Contract lifecycle management (renewals, amendments, service integration)
• IT service management (ITIL processes)
• Minimum 5 years in project/program management
• PM2 certification
• ITIL Foundation certification

Education:
• University degree (EQF Level 7 – Master or equivalent)

Duties:
• Manage and monitor performance of IT managed service contracts
• Ensure compliance with SLAs and contractual obligations
• Analyze service performance and identify improvements
• Review SLA achievements and calculate deviations and penalties if needed
• Coordinate with managed service providers and internal stakeholders
• Participate in and lead project and service coordination meetings
• Oversee project delivery and documentation quality
• Support service improvement initiatives and contract lifecycle activities
• Ensure alignment with business needs and IT strategy