Job
In this role, you analyze and harmonize existing service level agreements from different providers, develop KPIs and reporting standards, and ensure a seamless transition into regular operations.
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Your role in the team
- Detailed analysis, evaluation, and comparison of the existing Service Level Agreements (SLAs) of TWT and Audius.
- Harmonization and consolidation of heterogeneous service catalogs and metrics into a unified, integrated SLA framework.
- Design and coordination of interfaces to optimally align the service and performance commitments of both service providers.
- Definition of operational metrics, KPIs (including response, recovery, and availability times), and standardized reporting structures.
- Design and implementation of robust escalation mechanisms and interface processes (Operational Level Agreements / Underpinning Contracts).
- Close coordination on technical matters and facilitation with the project and operations leads at both partner companies.
- Ensuring a seamless transition to regular operations while taking quality standards and contractual obligations into account.
Our expectations of you
Education
- Completed degree in business information systems, computer science, or business administration, or an equivalent qualification / vocational training with relevant professional experience.
Qualifications
- ITIL certification (at least ITIL 4 Foundation; ITIL Managing Professional / Create, Deliver and Support preferred) or an equivalent qualification.
- Very good German skills (at least C1) and good English skills (at least B2).
Experience
- Extensive experience in Service Level Management, multi-vendor management, or IT Service Management (ITSM).
- Several years of hands-on experience harmonizing service catalogs and SLA/OLA structures, as well as managing external IT service providers.
- In-depth knowledge of common IT metrics frameworks, KPIs, and reporting methods, as well as experience facilitating complex cross-functional processes.
What we offer
- We support company pension plans and contribute 20% from your first day of work.
- We fund a company health insurance plan for you to help reduce your out-of-pocket costs in the event of illness and cover preventive care or medical aids (for those with statutory or private health insurance).
- Additional personalized benefits enhance your compensation.
- With our Corporate Benefits app, we offer you an affordable shopping experience with a selection of over 800 top brands.
- We offer you health and mobility benefits, such as our company bike scheme.
- We are committed to a long-term working relationship built on trust and mutual respect.
- We offer you the opportunity for strategic and personal training and development.
- We support your work-life balance with flexible working hours and remote work.
- We receive top ratings from our employees (87% would recommend us to others over the past 12 months, and a score of 4.3 on Kununu).
Benefits
Health, fitness & fun
Work-Life-Integration
Job locations
About your employer
CompuSafe Data Systems AG is an established IT company specializing in tailored IT services and transformations since 1989. With a focus on project management, it supports corporate clients in optimizing their IT infrastructure.
- Established Company
- Full Remote, Hybrid, Onsite
- Internet, IT, Telecommunication
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