Service Level Manager

Tasks:

• Daily collaboration with customer
• Daily collaboration with support team
• Escalations management
• Review, monitor and manage the results of OPS KPIs defined per service
• Define and negotiate OPS KPIs if missing or it need to be adjusted
• Initiate/define/lead and prioritize the improvements
• Coaching support teams
• SLA negotiations
• OLA negotiations
• Support estimates proposasl (in terms of FTE, coverage, roles, etc)
• 1st line of escalation in escalation matrix
• responsibility for SLAs and all other defined OPS metrics (like MTTR, CWT, Qos)
• Service Transtion Leader
• ITSM processes (Incident Management, Problem Management, Fulfilment Requests, Change Management)
• Collaboration with Engagement Manager
• Keeping SDDE up to date
• MSR - preparing and leading
• regular OPS reporting internal and external
• Communication templates
• Ensuring high quality of communication (on time, proper templates, accurate frequency)
• Ambassador of Lingaro Core Values
• Leading P1 tickets
• Skill matrix up to date
• SULU new engagement creation
• SULU booking updates

Qualifications:

• Good understanding of the Customer's business and how IT contributes to the delivery of service
• ITIL certification Information Sensitivity: General\Internal
• Excellent communication and negotiation skills
• Strong knowledge and experience in contract/supplier management
• Able to interact successfully with all levels of the Customer and IT Provider organization
• Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
• Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc.)

Offer:

• Stable employment. On the market since 2008, 1200+ talents currently on board in 7 global sites.
• “Office as an option” model. You can choose to work remotely or in the office.
• Flexibility regarding working hours and your preferred form of contract.
• Comprehensive online onboarding program with a “Buddy” from day 1.
• Cooperation with top-tier engineers and experts.
• Certificate training programs. Lingarians earn 500+ technology certificates yearly.
• Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
• Grow as we grow as a company. 76% of our managers are internal promotions.
• A diverse, inclusive, and values-driven community.
• Autonomy to choose the way you work. We trust your ideas.
• Create our community together. Refer your friends to receive bonuses.
• Activities to support your well-being and health.
• Plenty of opportunities to donate to charities and support the environment.
• Modern office equipment. Purchased for you or available to borrow, depending on your location.
• Great Place to Work Certified Employer in the Philippines