Service Level Manger for the IT Service Management Department in Carlsberg IT

Carlsberg IT A/S has ambitious plans when moving into our new organisation covering over 15 countries with ambitious and competent colleagues in all our teams.

We are searching for a Service Level Manager (SLM) who has experience working with all aspects of Service Level Management including service reviews, vendor follow up, customer & management presentation of SLA performance, coordinate improvements programs and participate in contract negotiations.

With our new organization we also have an increased focus to maintain a high efficiency rate Carlsberg IT A/S is by providing the right level of Service to our business. To achieve that we are constantly evaluating the level of the IT services we are buying and getting to ensure we receive the right services at the the agreed Service Level from our vendors. Therefore we are looking for a candidate who can understand IT Services from a business perspective and at the same time discuss IT services with our IT Service Providers.

You will be part of a small team located in Denmark with 2 Service Level Managers reporting directly to the Vice President in Service Management. You will be working closely with our Incident and Problem Managers, with our Service Transition Managers and our Business Relationship Managers who has the day to day dialogue with our customers.

You will become part of probably the fastest growing beer company while working with your primary interest - IT.

Your new job:
Being part of Carlsberg IT A/S you will be working in an international "virtual" company, having your main contact with colleagues from around Europe.

What we can offer:
Carlsberg IT A/S offers you an exciting position, with competencies within managing vendors, aligning customer expectations and identifying areas in need for improvement.

In your new job you will together with your Service Level Management colleague:

• Determine, document and negotiate Service Level Requirements (SLRs) and Operation Level Requirements (OLAs) with Carlsberg business customers and service providers
• Ensure that services provided by third party suppliers meet all relevant Service Level Agreements (SLAs) and customer satisfaction requirements
• Monitor services delivered by service providers and ensure they adhere to the agreed SLAs and OLAs
• Manage service reviews and participate in driving improvements through periodic review meetings, establishing service improvement plan, review and change SLA/OLA.
• Conduct Service reviews
• Review and revise Service Level Agreements (SLAs) and Operation Level Agreements (OLAs)
• Ensure the agreed SLAs are operated are adhered to by the service providers
• Evaluate the performance, and get the supplier evaluation report
• Provide input to SRM on any issues or improvement areas
• Participate in SRM activities when relevant
• Provide ability to determine, investigate and obtain resolution of service and component security breaches
• Advise on changes in SLAs, OLAs or UC's

To succeed in the position you will have to:

• Approximately 5 years of experience working with SLAs towards/in large IT Service provider companies.
• Be service oriented towards customers, firm towards vendors
• Be familiar with Microsoft Excel, Power Point and Share Point
• Work in a structured and organized way
• Have good communication and presentation skills
• Be solution and goal oriented
• Have ITIL v3 Foundation Certificate in IT Service Management (preferable)
• Be fluent in English speaking, reading and writing.
• Understand a multi-cultural work environment

Interested?
If you are interested please apply before 19 February 2012 via the link below

If you have any questions regarding the position, please contact Vice President - Service Management Peter Cabello Holmberg on +45 4060 1690.

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