IT Service Level Management Analyst

Division: Group Technology Solutions (GTS)

The Service Level Specialist is responsible for all aspects of defining and managing service metrics. They are experts in creating, analyzing, interpreting, and presenting performance against measures. Proactively managing adherence and ensuring effective reporting of progress against targets in Service Offerings is their forte.

As a Service Level Specialist, you'll supervise operational performance data and drive IT Teams to achieve and surpass contracted service levels. Continual development and evolution of contractual SLAs, close collaboration with IT Teams and clients to align with business requirements, and routine management and client-facing reports reflecting performance and identifying trends—all fall under your purview.

Responsibilities:

• Develop and maintain strong working relationships with key internal and external partners, including Service Owners, customers, and IT internal suppliers
• Manage and uphold SLAs and associated structures as needed
• Act as the guardian of Service Offerings quality from the ground up
• Maintain team Operational Level Agreements (OLAs) and operational procedures
• Proactively handle service levels, focusing on preventing failures and swiftly implementing corrective actions when necessary
• Collaborate with Change Managers to understand Service Level Management requirements for proposed new services and changes
• Take responsibility for Monthly Service Review and Quarterly Service Review processes, ensuring their effective execution
• Be accountable for every facet of Performance Management, including problem escalation and SLA management. Track escalated performance issues and disputes with Service Providers
• This mission also involves updating documentation and procedures related to IT Service Offerings in ServiceNow

Requirements:

• Advanced proficiency in MS Excel
• ITIL v4 certification or equivalent
• Financial analysis skills, including pricing and recharging
• Strong analytical skills
• Experience with Agile methodologies
• Stakeholder management abilities
• Excellent communication skills
• High stress resistance
• Effective prioritization skills to meet recurring deadlines 

About Us

Why join us

Embark on your new adventure at Euroclear, and work at the heart of the global capital markets. We connect over 2,000 financial institutions across the globe. As an open and resilient infrastructure, we contribute to the stability of the financial markets. We help clients cut through complexity, lower costs, and mitigate risks of financial transactions. At Euroclear, we have the clear ambition to use our key role to facilitate and accelerate a sustainable global financial system. 

What We Offer:

• Work closely with inspiring, supportive and engaged colleagues from more than 80 different countries. 
• Practice your talents in a highly professional international environment. 
• Join a learning and development environment with an emphasis on knowledge sharing and training.
• Competitive salary and comprehensive benefits.

New ways of working

Find your own optimal balance within our hybrid working model, where you can connect at the office and also benefit from remote working. 

Great Place to Work for All

We are committed to creating an inclusive culture that celebrates diversity and strives to be a Great Place to Work for All. All qualified applicants will be considered for employment, regardless of any aspect that makes them unique (including race, religion, national origin, gender, sexual orientation, age, marital status, pregnancy, disability, ...). If you need any specific accommodation due to disability or any other reason, you can let the recruiter know during your application process.

About the Team

Group Technology Services (GTS) plans, builds and runs the global infrastructure of Euroclear, and is additionally responsible for the IT service management to the operating entities of the various Group markets. Group Technology Services operates its IT systems and IT services in such a way that, at an appropriate and benchmarked cost level, it can deliver the agreed levels of service to support the requirements of the business processes, for both normal operations and during disaster recovery.