Request and Service Level Manager

Job Content :

You will be in charge to manage the Request and Service Level processes:

To ensure request operations are done as quickly an efficient as possible with a reduced impact to business operations

To agree and monitor operations Service Level engagement

You will be accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process

You will own the process, manage the process lifecycle and support documentation for the process from a strategic and tactical perspective. You will ensure that the process is fit for purpose

You will promote and reinforce adherence to the process and policies associated with Request and Service Level Management

You will be responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

You will remediate deviation of the process

You will be responsible for communicating with parties

You will be the point of contact for all new process design

You will be responsible for the effective implementation of the process and carries out the respective reporting procedure

You will represent the first stage of escalation of your process

You will monitor the requests to ensure that the Service Level Agreements are respected

You will identify, initiate, schedule and conduct reviews of the operations of your process

You will establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced where applicable

Profile :

Understanding of the ITIL disciplines.

At least 3 years of relevant IT experience within Incident, Problem- and Change Management.

Preferred Technical and Professional Experience

General IT technical experience

Experience on delivering within a Service Management environment.

Understands the ITIL Service Management processes and systems.

You have

At least a bachelor degree (master preferred) in IT security or relative fields

Proven experience (5 – 8 years) in IT security, security management, telecom and Cybersecurity topics

Knowledge of hardware/software systems, Security infrastructure