Service Level Manager

Responsible for ensuring that application support services are delivered in line with agreed SLAs. Manages service performance, drives continuous improvement, and acts as the main point of contact for service-related matters. Collaborates with technical and business teams to monitor, forecast, and optimize service quality. Ensures alignment with ITSM processes and supports governance of application support operations.

Responsibilities:

• 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
• 1st level of escalation in escalation matrix
• Responsibility for SLAs and all other defined OPS metrics (like MTTR, CWT, QoS)
• ITSM processes (Incident Management, Problem Management, Fulfillment Requests, Change Management)
• Preparation and leading of Monthly Service Review
• Regular reporting on Solution Support status
• Maintenance and regular updates of support communication templates
• Ensuring high quality of communication (on time, proper templates, accurate frequency)
• Ambassador of Lingaro Core Values
• Regular review of support teams capabilities and skillset

Must Have:

• Experience in IT Operations
• Minimum of 6 years of experience as an independent SLM in application support governance
• Solid understanding of and experience with ITSM processes
• Strong leadership skills, sense of ownership, and proactivity
• Willingness to grow and develop within the IT Operations area
• ITIL certification (e.g. ITIL v.3 Foundation, ITIL v.3 Service Operations, ITIL 4 Foundation)
• Excellent communication and negotiation skills
• 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

Nice to Have:

• SLA negotiations
• OLA negotiations
• Support estimates proposals (in terms of FTE, coverage, roles, etc.)
• Strong knowledge and experience in contract/supplier management
• 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.)

We offer:

• Stable employment.On the market since 2008, 1500+ talents currently on board in 7 global sites.
• “Office as an option” model.You can choose to work remotely or in the office. 
• Great Place to Work® certified employer.
• 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. 
• Unlimited access to the Udemylearning platform from day 1.
• 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.