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Service Level Manager (SIAM)

  • Brussels
  • Brussels

Here at Capgemini, we are shaping the future.

We are looking for a Service Level Manager

Working as part of Capgemini’s Service Level Management team in Belgium delivering services to an organization, you will undertake management of Service Levels, ensuring that they are logged, progressed, updated/authorized and actioned/resolved within the scope of the Service Level Agreement, ensuring that all necessary parties are informed and involved in the process. You will also prepare reports on statistical information.

The role is client facing and may also require you to contribute to the development and deployment of an ITIL aligned process.

  • Ensures timely delivery of Service Level Management contractual obligations

  • Translates trends in SLA reporting towards service and business opportunities

  • Analyses the data coming from the reporting process (SLA at risk alerts etc.), follows up incident escalations

  • Follows up KPI’s -Identifies and drives service improvement initiatives with regards to tools, knowledge database, best practices, etc.; focuses on service optimization and productivity improvements

  • Understands Client’s business and the impact of delivered service on the Client’s ability to succeed

  • Understands business processes that underlie the SLAs and key metrics

  • Organizes periodic follow-up meetings with the customer

  • Develops and fosters strong relationships with Service Delivery, Service Management, and the Client.

  • Acts as the liaison to the Client and Service Delivery for Service Level and Reporting Services

  • Owns and manages the execution of Service Level Management and Reporting Policies, Processes and Procedures

  • Provides recommendations and supports SDM in negotiation of the SLA and OLA service levels and agreements in accordance with the SLA to OLA model

  • Draws and negotiates SLAs

  • Manages incoming escalation and acceleration requests, cooperates closely with Towers and users.

Customer/Supplier Relationship

  • Drive actions that minimize disruption to our customer’s environments.
  • Establish credibility with the client, delivery teams and 3rd party suppliers – experience in working within SLA mindset.
  • Understand the client’s business and the impact of Delivery or changes you manage on their environment.
  • Have strong knowledge of customer’s contractual requirements.

A successful candidate will possess a wide skillset of Service Management in a corporate environment and strong Interpersonal & Communication skills.

10 Reasons to Join Capgemini: https://www.capgemini.com/be-en/10-reasons-to-join-capgemini/

You will be joining a dynamic team of experts, fellow cloud system engineers, cloud architects, and consultants, continuously striving to optimize the IT landscapes of our clients.

Surrounding yourself with like-minded peers within Capgemini who will stimulate you, challenge you in your cloud designs who will help you evolve further in your own cloud development. Of course, your future colleagues will expect something in return and want to be challenged by you as well.

What you can expect from us:

We offer you the opportunity to work as part of the Cloud Infrastructure Chapter on projects with small, medium-sized, and large international and multinational clients.

A dynamic work environment with your fellow cloud enthusiasts within Capgemini, and a good cup of coffee! The freedom to develop yourself through our ALL-YOU-CAN-TRAIN concept gives you access to all cloud-related training, you name it!

Tell us your ambitions and we are looking forward to helping you reach them together. This is all supported by an attractive salary package.

  • Above market salary package

  • 13th month

  • Company car + fuel card

  • Unlimited training with our ALL-YOU-CAN-TRAIN concept

  • Insurances

  • and many more

Read all about it in the below 2 links

Work with great people

Sander Theuns
Salesforce Functional Expert
"Capgemini provides me with the right challenges and empowers me so that I can learn and improve daily."
Christoffel Gilis
UX designer
"Idean, an Ideal place to work!"
Delphine Libioul
Project manager
"Capgemini pushes me to question myself, to go out of my comfort zone, to change perspectives"
Ward Lambrecht
Business Analyst
"I joined Capgemini because we share the same drive; to empower each other and to grow towards new sustainable heights"

Great Place to Work

  • Global company with European Management style

  • Entrepreneurship in a stable environment

  • Projects for big companies

  • True industry shapers

  • Work in a stable environment

  • Career development framework

  • We nurture your strongest asset; knowledge

  • Flat structure, no strict hierarchy

About the company

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.

1976Founded in 1967 in Grenoble by Serge Kampf as Sogeti.

1970The first company in the sector to offer consulting.

1975Acquisition of Cap and Gemini

1980First major transatlantic contract with the Los Angeles Time.

1998First multinational contract with General Motors

2000Group headcount surpasses – 50.000

2010Group headcount surpasses 100.000

2016Serge Kampf passes away

2017Celebrations for 50 years Capgemini

Sevket Ozcan | Contact Person

I'm interested

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