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Service Manager – Poste interne / Internal position

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CTG PSF is an IT Services Company dedicated to various clients mainly in the financial sector. We are currently hiring a Service Manager (M/W) for our internal services. As Service Manager you will define and implement ITSM guidelines for service level management, governance structure and processes, dispute resolutions and overall change management. Your Missions Define, document, agree, monitor, measure, report and review the level of IT services provided Ensure that specific and measurable targets are developed for all IT services Liaise with internal teams to insure that the right tools are in place to track and measure relevant KPI’s Monitor service performance against SLAs Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so Designing SLA frameworks and document templates Determine, document and agree requirements for new services Review and revise underpinning agreements and service scope (Liaise with Pre-Sales team and partners) Report customer satisfaction to internal teams and foster a “lessons-learned” culture Produce service reports (routine or exception) and participate in Service Review Meetings with Customer Conduct service reviews and instigate improvements within an overall SIP Actively support coordination of Change Management (operational and in scope of agreement). Actively support coordination with the implementation of updated/new ITSM Processes and Tools Monitor and improve customer satisfaction with the quality of service delivered Motivate the employees involved in the service delivery. Help them thrive in a challenging work environment. Understanding the full scope of the Service Level Management process. Ensuring that all your co-workers in projects understand and follow all procedures they are involved with. Your profile Capability to build a relationship with the customer representatives. Capability to translate the business requirements provided by the customer representatives into SLR for the service owners. Capability to negotiate service level agreements. Capability to produce reports on the actual level of service provided. Excellent verbal and written communication skills. Service-oriented attitude. Good understanding of the service management processes. ITIL certified. Detailed understanding of the Service Level Management procedures. Capability to use the tools provided to fulfill the role of service level manager. Actively participate in improving the tool LANGUAGES SKILLS: French (Fluent) English (Good level) – German is a strong asset Our offer An attractive salary package with or without a company car A 13th month at the end of the year or each month Meal Vouchers or financial compensation A dedicated training program with personal development plans Extra-legal advantages (IT material, banks, …) Regular events with the CTG team: learning lunches, Staff meeting, Xmas, Marathons,… Would you like to evolve in a structure where professional commitment and career development are key words? Then apply right now! Within the framework of our PSF certification, please note that an extract of police recor…

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