Société : Euroclear Lieu : Site source : Talent BE
Continual development and evolution of contractual SLAs, close collaboration with IT Teams and clients to align with business requirements, and routine management and client-facing reports reflecting performance and identifying trends—all fall under your purview.Your Role:
Develop and maintain strong working relationships with key internal and external partners, including Service Owners, customers, and IT internal suppliers.
Manage and uphold SLAs and associated structures as needed.
Act as the guardian of Service Offerings quality from the ground up.
Maintain team Operational Level Agreements (OLAs) and operational procedures.
Proactively handle servicelevels, focusing on preventing failures and swiftly implementing corrective actions when necessary.
Collaborate with Change Managers to understand ServiceLevel Management requirements for proposed new services and changes.
Take responsibility for Monthly Service Review and Quarterly Service Review processes, ensuring their effective execution.
Be accountable for every facet of Performance Management, including problem escalation and SLA management.
Track escalated performance issues and disputes with Service Providers.
This mission also involves updating documentation and procedures related to IT Service Offerings in ServiceNow.
Your profile Advanced Excel proficiency ITIL v4 or equivalent Financial analysis skills (pricing, recharging) Analytical Skills Agile Stakeholder Management Communication Skills Stress resistance Prioritization skills to meet recurring deadlines #LI-LA1 Euroclear
