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Keyteo - SLA Manager

KeyteoLuxembourg, Luxembourg

5 days ago

Job description

L'objectif du SLA Manager du département IT est de renforcer le pilotage opérationnel, garantir la qualité des services rendus et assurer la conformité avec les engagements contractuels et organisationnels.

Description du besoin

Le prestataire ou la ressource recherchée devra assurer les missions suivantes :

Pilotage des SLA et des KPI

Définir, formaliser et faire évoluer les SLA avec les parties prenantes (internes et externes)

Mettre en place, maintenir et améliorer un Tableau de bord de suivi des SLA et des KPI

Produire des rapports réguliers à destination des équipes IT, de la direction et des clients internes / externes

Alerter et déclencher les plans d'actions en cas de dérive ou de non-conformité

Gouvernance ITSM

Participer activement à la gouvernance des processus ITSM (Incident, Problème, Change, Demande, etc.)

Veiller à l'alignement des SLA / KPI avec les processus ITIL en place

Collaborer avec les Process Owners et les équipes techniques pour assurer la cohérence des mesures

Amélioration continue

Identifier les pistes d'amélioration des services à travers l'analyse des indicateurs

Proposer des recommandations et participer à leur mise en œuvre

Contribuer à la montée en maturité ITSM de l'organisation

Profil recherché

Compétences techniques attendues

Maîtrise des concepts ITSM (ITIL v4 ou v3) - certification ITIL obligatoire

Expérience significative en pilotage de SLA / KPI dans un contexte IT

Connaissance de l'outil de gestion ITSM : ServiceNow

Maîtrise d'Excel avancée et outils de data visualization (Power BI, Tableau, etc.)

Capacité à produire des reportings clairs, automatisés et exploitables

Savoir-faire et qualités

Capacité d'analyse, de synthèse et de restitution

Excellente communication orale et écrite

Rigueur, autonomie, sens du service et esprit de collaboration

Compétences transversales

Savoir montrer, transmettre et partager ses connaissances, ses idées et ses méthodes de travail.

Agir de manière intègre, conformément aux attentes de l'organisation, respecter la confidentialité et les engagements et éviter toute forme de partialité.

S'impliquer et démontrer de la volonté et de l'ambition afin de générer des résultats et assumer la responsabilité de la qualité des actions entreprises.

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Manager • Luxembourg, Luxembourg

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