SMO Service Level Manager

About the job and your team

As an IT SMO Service Level Manager, you will play a pivotal role within the realm of GBS IT Service Management Office, focusing on ensuring that IT services meet the expectations and requirements of the business and its customers. This role is integral to aligning IT capabilities with business objectives, driving service quality, and fostering customer satisfaction. The role holder acts as a bridge between the various IT functions and delivery units,  ensuring that IT services are operationally effective and underlined with required internal and external service support agreements. Supports Service Portfolio management in assessing existing and designing new services to be aligned with strategic business and GBS IT goals.

You will work on

•    Support the organization’s objectives that IT Services are defined and established to meet the specific needs and expectations of the business.
•    Understanding the business needs and expectations to define the required service levels.
•    Engaging with stakeholders to gather detailed service requirements.
•    Monitor service levels to ensure compliance with agreed metrics and performance standards.
•    Implement tools and processes to monitor service performance against SLAs, OLAs, and UCs.
•    Prepare and distribute regular service performance reports to stakeholders.
•    Identify trends and areas for improvement in service delivery and performance.
•    Identify opportunities & Lead initiatives to improve service levels, reduce incidents, and enhance customer satisfaction.
•    Work closely with service owners and process managers to implement improvement plans.
•    Act as the primary point of contact for all service level management-related matters.
•    Liaise with customers to understand their needs and expectations and ensure these are met or exceeded.
•    Manage relationships with service providers and ensure their services meet contractual obligations.
•    Collaborate with Incident and Problem Managers to ensure incidents are resolved and root causes are addressed.
•    Collaborate with Service Portfolio Management to align Services with the overall service portfolio strategy.
•    Ensure compliance with ITIL framework and organizational policies.

What we offer you

•    Working at the world’s only fully integrated aluminum and leading renewable energy company
•    Diverse, global teams
•    Flexible work environment/home office
•    We provide you the freedom to be creative and to learn from experts
•    Possibility to grow with the company, gain new certificates
•    Attractive benefit package

Your qualifications and skills

•    5+ years in IT Financial / Service management area
•    Bachelor's degree in Information Technology, Computer Science, Finance, Business Administration, or a related field; a Master's degree is a plus.
•    Fluency in English
•    Functional Knowledge
•    Proven experience in managing SLAs, OLAs, and UCs in a complex IT environment.
•    Familiarity with ITIL framework and best practices, with ITIL certification (beyond Foundation) being a plus.
•    Deep understanding of cost drivers in IT services and technical assets.
•    Familiarity with IT service design and service lifecycle management.
•    Hands on experience with service pricing strategies and models.
•    Strong analytical and problem-solving skills.
•    Excellent communication and negotiation and interpersonal skills.
•    Proficient in the use of service management tools (e.g., ServiceNow, BMC Remedy).
•    Ability to work collaboratively with cross-functional teams also independently and able to manage multiple stakeholders.