Service Level Manager (m/f/d)

Responsibility for the Service Level Management process - application, optimization and further development in the TLRZ Collection and evaluation of service requirements for cost-effectiveness, feasibility and suitability, together with participating specialist departments Trade, create and coordinate performance agreements and service level agreements in the direct customer environment and within the TLRZ Analysis, planning and introduction of a service level structure as well as their content design and further development Support for the introduction, implementation and continuous improvement of IT services (Continual Service Improvement) Care, adaptation and further development of the service catalogue Identification and introduction of end-to-end KPIs Performance and creation of service reports for coordination with clients Regular customer communication and escalation management

Complete university studies in the fields of computer science, administrative informatics, business informatics, e-government or a comparable subject Very good German knowledge in word and writing and good English You have the following knowledge and experience: Extensive knowledge of 'best practice' according to ITIL, preferably with certification Safe handling of key figures (KPIs), metrics and tools for measuring service performance Experiences in the definition, negotiation, implementation and monitoring of Service Level Agreements Knowledge in handling ITSM tools, preferably USU Service Management Technical knowledge in the field of IT infrastructures and cloud services with the focus on assessing technical feasibility Knowledge of data protection and information security according to ISO 27001/BSI Strong service, customer and quality orientation as well as very good enforcement and communication skills

In the event of the tariff conditions and, depending on the scope of the tasks assigned, the grouping takes place up to the remuneration group 12 TV-L An unlimited working relationship These employers' advantages distinguish us: Tariff compensation with current 30 days holiday and special payment Occupational pension provision in the supplementary care of the public service Flexible working hours and the possibility to work in the home office A targeted and extensive incorporation Annual training and development opportunities In the event of the existence of the conditions under which the information technology service is to be carried out, it is possible to examine a beaming for the career of the information technology service.