6 часов назад
Service Level Manager (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Level Manager (ITSM): Managing and continuously improving IT service performance against SLAs, OLAs, contractual commitments, and customer expectations with an accent on service governance, performance reporting, and stakeholder coordination. Focus on analyzing service gaps, coordinating corrective actions, building automated dashboards, and driving continual improvement across managed service operations.
Location: Bangkok, Thailand
Company
Operates and modernizes mission-critical technology systems and managed IT services for leading businesses.
What you will do
- Define, review, and manage SLAs, OLAs, service commitments, performance targets, and governance standards.
- Monitor availability, response and resolution times, incident trends, service quality, and customer satisfaction.
- Prepare service reports, performance dashboards, SLA attainment summaries, scorecards, and service improvement updates.
- Identify performance gaps and root causes, then coordinate corrective actions with service owners, technical teams, vendors, and process owners.
- Facilitate customer and internal service review meetings, manage escalations, and track risks, obligations, breaches, and remediation plans.
- Drive continual improvement across Incident, Problem, Change, Capacity, Availability, and service improvement processes.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.
- At least 5 years of experience in IT service management, service delivery management, service operations, or a similar role.
- Strong practical knowledge of ITIL practices, including Service Level Management, Incident Management, Problem Management, Change Enablement, Service Reporting, and Continual Improvement.
- Experience managing SLAs, service metrics, customer-facing governance, contractual obligations, and cross-functional stakeholders.
- Strong analytical, communication, negotiation, presentation, and documentation skills.
- Proficiency with Microsoft Office, reporting tools, and ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, or similar systems.
Nice to have
- ITIL Foundation, ITIL Managing Professional, ITIL Specialist, PMP, PRINCE2, or Agile-related certification.
- Experience in managed services, outsourcing, SIAM, cloud operations, infrastructure services, application support, or enterprise service delivery.
- Knowledge of Lean, Six Sigma, or other continual improvement frameworks.
- Experience creating automated SLA reporting and dashboards with ServiceNow Performance Analytics, Power BI, and Power Automate.
Culture & Benefits
- Flexible, supportive, and hybrid-friendly culture focused on employee well-being and belonging.
- Financial, mental, physical, and social well-being programs.
- Access to certifications, coaching, hands-on learning, and development opportunities with Microsoft, Google, and Amazon.
- Career planning tools, personalized development goals, and continuous feedback.
- Inclusive environment that welcomes people of different cultures, backgrounds, and experiences.
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