Beschreibung
• Mode of hiring: Fixed term employment• Start date: ASAP.
• Duration: 2 years with extension option.
• Work location: Munich, Germany
• Salary: As per standards
• Language: Fluent German language is mandatory
JD for Service Level Manager
Key Skills
• 12+ years of experience in working with Tier 1 Mobile service providers, IT organization, Manage Service Provider carrying out responsibilities in Service Management for mobile network
• Experience in ITIL and eTOM framework desired with ITIL V3 certification
• CMMI and Six Sigma certifications (Minimum accredited Lean Six Sigma Green Belt, preferably Black Belt )
• Shall be well versed with service delivered through mobile network including data services, video services, voice services, messaging services and Broadband service
• Work closely with various agencies delivering underlying technology which delivers end user services and leads the threads for improving service quality
• Driving Service Management governance across multiple stakeholders including customer management teams and vendors for managed services deliverables
• Good team management and inter personnel skills
• Excellent written and verbal communication skills in English & German
• Good understanding of change and Problem management
• Able to easily communicate complex concepts and instructions to non-technical end-users
• Possess knowledge and understanding of network designs and concepts
• German speaking skill B2 Competency and English as C1
• Educational Qualifications: BE/ B.Tech (EETC/CS)
• Good to have understanding of virtual network and 5G Network
Responsibilities
• Represent all governance meetings for SLA and KPI
• Workout performance improvement plans and drive it through internal interfaces
• Drive CSIP towards customer and internal teams
• Understand business needs and align with operations requirements
• Ensure Back office delivery for Fixed Core and Fixed Access
• Ensure adherence to Operations SLAs/KPIs
• Drive improvements in measurement of operations SLAs and KPIs
• Shall have good mobile network operations understanding
• At least B2 German Speaking
• Governance with other domain Back Office, front office and change management functions for improvements
• Ownership of all service deliverable- SLA, KPI and other contractual items etc
• Accountable for SLA/KPI signoff in time
• Handle Customer Escalations & expectations, Prepare improvement plan
• Driver Monthly/ Quarterly Service Review internal and with customer
• Participate in Vendor, Continuous improvement governance meetings
• Consolidate SLA/KPI report and drive Service reporting team
• Bridge Gap between FO/BO teams and Customer expectations
• Support Tools Transformation