Service Level Manager

Our requirements

• You have experience managing service level agreements (SLA), operational level agreements (OLA), and service performance reporting.
• You can analyze performance data and provide meaningful insights, recommendations, and reporting to stakeholders and leadership teams.
• You have strong stakeholder management skills and can effectively collaborate with customers, business partners, and IT teams.
• You are confident leading governance meetings and driving discussions around service performance and improvement actions.
• You take ownership of processes and ensure the timely delivery of contractual service management obligations.
• You have a continuous improvement mindset and can identify opportunities to enhance reporting quality, efficiency, and service performance.
• You are skilled in documenting and maintaining reporting processes, standards, and implementation requirements.
• You can support service level negotiations and contribute to achieving agreed KPI, SLA, and OLA targets.
• ITIL 4 certification will be an advantage.

Your responsibilities

• Monitor SLA performance to ensure compliance with business, organizational, and contractual requirements.
• Collaborate with IT teams and clients to define, maintain, and optimize SLA and OLA agreements.
• Drive SLA operations in line with agreed contractual commitments and service targets.
• Lead the continuous improvement of reporting, ratification, and service level measurement processes.
• Provide clear visibility of service performance to management and leadership through regular reporting.
• Organize and facilitate weekly and monthly governance meetings with customers and onshore stakeholders.
• Own the design, implementation, and maintenance of service level reporting documentation, policies, processes, and procedures.
• Act as an escalation point for service transitions and migration projects, while identifying and implementing reporting and performance improvement opportunities.

About the project

What we offer

• Practical benefits: yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.
• Award-winning development programs to support your career at every stage. Connected Manager - our leadership development program has already helped over 300 employees accelerate their growth!
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• no dress code
• parking space for employees
• extra social benefits
• redeployment package
• employee referral program
• charity initiatives
• access to courses e.g. Excel, VBA, RPA, Customer Care
• unlimited access to Udemy Business
• free chat/call with a therapist

Recruitment stages

• 1.
  Interview with the recruiter
• 2.
  Competency Tests/Language Verification
• 3.
  Video call with a manager
• 4.
  Final Decision

Capgemini Polska