SLA and Quality Manager

Place of work
Bratislava
Contract type
full-time
Start date
2017-06-30

Information about the position

Job description, responsibilities and duties

Job description:
  • Establishes, owns and develops Service Level Management process in the organisation
  • Agrees and keeps it updated an appropriate Service Level Management structure for the organization, to include:
  • Service Level Agreements
  • Operational Level Agreements
  • Third Party Supplier / Contract Management relationships to the Service Level Management Process
  • Proactivily initiates and acommodates Service Improvement Plans / Programs within the SLA management process, initiates, coordinates and aligns appropriate actions to maintain / improve Service Levels
  • Negotiates and agrees the Service Level Agreements with the Customer and with the vendors
  • Negotiates and agrees the Operational Level Agreements
  • Negotiates and agrees with both the Customer and Vendors any Service Level Requirements for any proposed new / developing services.
  • Analyses and reviews Service Performance against the SLAs and OLAs.
  • Organizes and maintains the regular Service Level review process
  • Reviews Service Levels and targets, Current Performance; outstanding actions from previous Reviews; Reviews underpinning agreements and OLAs as necessary
  • Conducts regular reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
  • Acts as co-ordination point for any temporary changes to Service Levels required,
  • Manages escalation process;
  • Trains the internal stakeholders;

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

KPIs / Key deliverables:
  • The Quality manager is accountable and responsible both for the quality and integrity of the Service Level Management process as well as overall maintenance requirements across organisation footprint.
  • E2E accountability for the whole chain of the quality management from end customer (e.g.NatCo’s) through organisation towards Vendors
  • Develops, introduces, and manages service management best practices, while at the same time communicating with both the organization's internal departments and its clients to uphold service level agreements
  •  Education:University degree – Master in telecommunications, economics or related fields
  •  Professional knowledge, skills, know-how in the field & experience in the field:Excellent project management abilities
  • Proficiency in computing
  • More than 3 years experience in field of activity
  • Direct working experience in service level management or senior project management
  • Previous experience in the Technology area with focus on Infrastructure and IT
  • Strong technical and IT knowledge on architecture or solution design / analyst level as well as business impact overview
  • Understanding of Telco/IT industry strategic developments and trends
  • Managerial experience is an advantage
  • Multinational experience: international working experience – NatCo experience of advantage
  • Strong people and team-building skills and the capability to exercise discretion.
  • Experience in the virtual teams management is an advantage
  •  Language skills:English language - fluent (excellent verbal and written communication skills)
  •  Interpersonal, communication skills:Strong oral and verbal communication skills, SLA manager has the responsibility to communicate, negotiate and align with the vendors, internal stakeholders, customers (lawyers, technology managers, operational directors, contract managers), governance bodies. SLA manager must help stakeholders to understand the implications, contents and the reasons for the establishment of the SLAs and relevant KPIs; he/she must act as a facilitator and guide the parties during discussions and meetings or resolve conflicts caused by perceived gaps in delivery of services.
  • Ability to understand and use the legal language to develop and justify the SLAs, negotiate them and ensure their execution
  • Ability for critical thinking, reconciliation of logical conflicts in presented data, pragmatism in resolving inconsistencies and ability to manage large sets of information
  • Coordination skills, managerial skills and excellent organizational skills
  • Intercultural competencies and experience in leading internationally staffed teams
  • Strong people and team-building skills
  • Capability to exercise discretion
  •  Other soft skills, competences:Independence
  • Risk accepteance and decision making skills
  • Self-motivated
  • Highly collaborative
  • Flexibility to travel
  •  Hard skills:MS office (Excel, PowerPoint, Word, Outlook) – advanced

Advertiser

Brief description of the company

As part of Technology Delivery International (TDI) we deliver best-in-class technology services across Europe
Deutsche Telekom Cloud Services is an international company and part of the Technology Delivery International (TDI) unit of Deutsche Telekom.
We deliver the latest technology services with deep expertise in cloud, SW engineering, DevOps and networks that win our customers’ hearts!
In TDI we have people located in 10+ countries, such as Slovakia, Romania, Hungary, Greece, Croatia, Poland, Czechia, Spain, Germany.
We work topic-driven and skill-based. That is why we are a chapter-based organization with a clear focus on the development of our people while driving the delivery of TDI’s products and services in tribes.
Technology is the heartbeat that connects us across borders!

Number of employees

100-149 employees

Contact

Contact person: Andrea Kučeráková
E-mail: send CV
ID: 3078318  Dátum zverejnenia: 25.5.2017  Pracovná ponuka je prevzatá z inej stránky alebo zdroja.