Service Level Manager

Are you passionate about aligning technical services with business goals? Triple seeks a Service Level Manager to ensure top performance and quality in our technical services. Make an impact with us!

What are you going to do?

In this role, you will work closely with engineers, developers, and business stakeholders to establish and maintain effective SLAs. You will also be responsible for overseeing service performance and leading efforts to improve service quality. A key part of your role will involve collaborating with development teams to ensure a smooth transition of new or updated platforms to the support organization. You will need to ensure that all necessary handover documentation, processes, and knowledge transfer are completed to properly prepare support teams.

Your activities include:

• Developing, implementing, and maintaining SLAs for various managed services in line with business objectives and client needs.
• Regularly monitor SLA compliance and service performance, identifying and resolving deviations or potential risks.
• Proactively identifying opportunities to improve SLAs and service delivery, considering customer feedback and needs.
• Holding regular service review meetings to discuss SLA performance, challenges, and improvement plans, documenting and sharing all actions with relevant stakeholders.
• Collaborating closely with the build organization to ensure a smooth transition of new or updated platforms to the support organization, preparing teams and processes for long-term support.
• Coordinating with the client during Priority 1 incidents and acting as a bridge between the engineering team and the client to ensure regular updates and resolutions.
• Building strong relationships with internal and external stakeholders and serving as the point of contact for SLA-related matters.
• Identify potential risks to service delivery and work with relevant teams to develop and implement mitigation strategies.

We are seeking someone with a makers mindset to work in our IT environment. Innovations occur rapidly, so it's important to stay updated on the latest trends in online business. You should think about technical solutions and opportunities without confining yourself to strict boundaries. Acting in the best interest of the client is crucial, but you should also be able to manage customer expectations without hesitation.

What do you bring with you?

• Bachelor's or Master's degree in IT or a related field;
• A minimum of 5 years of relevant work experience;
• Proven experience in drafting SLAs and service contracts;
• Strong skills in stakeholder management and relationship building;
• Most importantly, you bring a positive and proactive mindset.

Who are we?

We’ve been exploring technology's potential to deliver breakthrough innovations since 1998. We believe that deep technical know-how combined with cutting-edge creativity drives change to future-proof businesses. Change relies on radical synergy. Technology and creativity should work in perfect unison. Tech enables creativity. Creativity unlocks the potential of tech.

Our track record of disruptive ventures and innovative ideas shows that we have transformative thinking deeply ingrained in our DNA. We punch above our weight when it comes to consulting, creating and maintaining digital ecosystems for global clients like VodafoneZiggo, Polestar, citizenM, and Philips. With a team of 450+ specialists across brand, experience, technology, and data & AI, we have the power to drive fundamental transformation at scale.

Diversity, Equity, Inclusion
Our people are a true cross-section of society. That’s how we ensure that the services, campaigns, and products we create uphold the same quality regardless of who interacts with them. We welcome everybody and respect individual identities. We are convinced that diversity stimulates creativity and ensures innovations.