Your tasksThe HR IT department of Continental takes care about all IT services related to our employee lifecyle needs. Beside diverse, exciting and challenging projects around the globe, the remarkable highlight of our organization is the inspiring team spirit. We are working for one another with a high passion to win, celebrate success with the trust given freedom to act.As a IT Service Level Manager (m/f/diverse) within the Global HR IT Organization you are responsible for monitoring the Service Level Agreements for various Software as a Service (SaaS) Solutions.Ensuring that the current and future service requirements of customers are identified, understood and documented in SLA (Service Level Agreement) and SLR (Service Level Requirement)Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAsEnsuring that service reports are produced for supervised services and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrenceEnsuring that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressedReviewing service scope, SLAs, OLAs (Operational Level Agreement) and other agreements on a regular basis, ideally at least annuallyIdentifying all key stakeholders and customers for supervised servicesDeveloping relationships and communication with stakeholders, customers and key usersDefining and agreeing complaints and their recording, management, escalation, where necessary and resolutionProvider steering: Responsible of service delivery regarding problem solving and continual service improvement, lead service review meetingsParticipation in IT projects to ensure Service Design and Transition if neededSubstitution of other SLMs in case of absenceYour profileAcademic degree in Computer Sciences, Business Administration, Business Informatics or several years of work experience the above mentioned fieldKnowledge and experience in IT Service ManagementExperience in managing external service providersFirst experience in project management, ideally as project lead (m/f/divers)Expertise in knowledge and information managementPreferably knowledge in cloud solutions and architectureFluent in English (spoken and written)Excellent communication and moderation skillsIndependent, structured, results and customer oriented workOur offerIf you meet the requirements you will hear from us in 15 daysReady to drive with Continental? Take the first step and fill in the online application.About usContinental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2023, Continental generated sales of €41.4 billion and currently employs around 200,000 people in 56 countries and markets.KeyfactsJob IDREF47217ILocationPortoLeadership levelLeading SelfJob flexibilityHybrid JobLegal EntityCONTINENTAL ENGINEERING SERVICES PORTUGAL, UNIPESSOAL, LDA#J-18808-Ljbffr
