Service Level Manager

The role of the Service Level Manager is primarily to continuously monitor and evaluate the quality of the service we provide to our customers and to monitor the quality of the service provided by our subcontractors. The main objective of this role is to maintain high customer satisfaction with our services. Participates in the negotiation and activation of new service contracts with customers. Participates in changes to existing services and in the development of new services. Participates in managing the processing of service requests submitted to us by customers. Prepares regular and exceptional SLA performance reports for our customers.

ALEF

What's in store for you?

  • Responsible for the ongoing assessment of the quality of service delivery to our customers
  • Responsible for the ongoing evaluation of the quality of service provided by our subcontractors
  • Continuously determines customer satisfaction with the quality of our service
  • Creates analytical reports, reports and manages regular meetings with customers on the fulfillment of ALEF contractual obligations (SLAs - Service Level Agreements)
  • Participates in negotiating the terms of new service contracts with customers and in the activation of new service contracts within the organisation, processes and IT systems at ALEF
  • Initiates actions necessary to maintain or improve service levels based on its discussions with customers about their satisfaction with the quality of service we provide
  • Actively works with JIRA ServiceDesk and Microsoft Navision information systems
  • Participates in the daily management of the processing of service requests submitted by customers to the ALEF ServiceDesk by phone, email or JIRA ServiceDesk application

What should you know and be able to do?

  • Minimum of secondary education
  • Knowledge and experience in managing IT contracts and suppliers
  • Good understanding of statistical and analytical principles and processes
  • Knowledge of IT management processes according to the ITIL methodology is an advantage
  • Excellent communication and negotiation skills
  • Good presentation skills
  • Patience, tolerance and resilience
  • Knowledge of Czech language at native speaker level, knowledge of English at intermediate level

What can we offer you?

  • high level of flexibility
  • background of a major company
  • interesting and active work
  • nice working environment
  • adequate salary conditions and a motivating bonus system
  • employee benefits system

Are you interested in the job offer? Contact us!

CV Form

Consent to the processing of personal data

granted in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC - also referred to as "GDPR". By filling in my personal data and ticking the checkbox, I freely and voluntarily consent to the processing of the above personal data by the ALEF Group of companies as controller

  • to fill a vacant career position. In the case of an offer of employment and the preparation of an employment contract, we process personal data on the basis of necessity for the performance of the contract with you.
  • for a period of 3 years from the date of their provision (unless a contract is concluded).

https://www.alef.com/cz/hr-kariera-evidence-uchazecu-o-zamestnani.c-403.html

 

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The job seeker hereby acknowledges and expressly agrees within the meaning of Act No. 101/2000 Coll., on the protection of personal data, as amended by later legislation, that all his/her personal data provided in the completed questionnaire and the attached CV are provided to any of the following companies:

  • ALEF NULA, a.s.
  • ALEF Distribution CZ, s.r.o..
  • nangu.TV, a.s.
  • ALEF Distribution SK, s.r.o.

and may be processed for the purpose of obtaining employment with any of the aforementioned companies and collected and stored in the systems of any of the companies for the purpose of a possible offer of suitable employment.

The job seeker consents to the processing and use of his/her personal data by the companies until the job seeker withdraws this consent in writing to any of the companies, but for no longer than 1 year from the date of sending the CV.

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