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SMO Service Level Manager

Are you looking to make a real impact? For over a century, our people have been the driving force in solving some of the world’s most pressing issues – and we hope you’ll join us in solving the next century’s. Whether you're working to close the loop at one of our recycling facilities or ensuring efficient renewable energy processes to decarbonize aluminium production, your contributions make an impact in our shared purpose of propelling our industries and the world into a greener future.  

Hydro Global Business Services (GBS) is an organizational area that operates as an internal service provider for the Hydro group. Its ultimate purpose is to deliver relevant IT, financial and HR business services to all business areas within the company.
 

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.

Hydro values diverse skills and perspectives among employees. We encourage all qualified candidates to apply. Qualified applicants will be considered regardless of race, religion, nationality, ethnicity, age, gender, sexual orientation, gender identity or expression, protected veteran status, or disability. We strive to provide equal opportunities for all to contribute and succeed with us.

 

If you have any questions, please contact: 

Recruiter
Petra Willerding-Rumpler
Petra.Rumpler@hydro.com

A job where you make a difference.
A key part of succeeding in this mission involves encouraging a collegial environment where our differences are acknowledged as our greatest competitive advantage. Your diverse perspective makes us stronger. Our global diversity, inclusion and belonging program enables us to cultivate a high-performing and inclusive workplace where everyone feels valued.

Your career journey is unique. We strive to provide you with the support needed to achieve your full potential. With our global reach, inclusive culture, and cutting-edge technology you'll have the opportunity to build a career that aligns with your strengths and passions. 

Join our global community of over 30,000 people with a presence in 40 countries and united by the values of Care, Courage and Collaboration. At Hydro, you have the chance to make a difference in the industries that matter.

Click here if you would like to read more about Hydro and our operations.
Posted on:  12 Sep 2024
Location: 

Székesfehérvár, HU, 8000

Department:  GBS IT Service Management Office
Business Area:  Global Business Services(HGBS)
Legal Entity:  Hydro Extrusion Hungary kft.
Job Type:  Permanent

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