Egypt Job Openings
Coca‑Cola HBC Austria GmbH
Service Level Management & Reporting Leader
Cairo
October 15, 2024
Egypt (Cairo) • Bulgaria
Information Technology
Hybrid
Experienced Professionals
We are seeking for a leader to join our new Service Integration and Management team, that will manage multiple service providers and integrate their services to provide a single, seamless service to the internal customer.
You will be responsible for developing, implementing, and managing the Service Level Management (SLM) process within the SIAM framework. This role ensures that all IT services are delivered in accordance with agreed-upon Service Level Agreements (SLAs) and performance targets. This position acts as the escalation point for service level issues and ensures transparent communication of service performance to all stakeholders.
YOUR NEW KEY RESPONSIBILITIES:
- Develop, implement, and manage the SLM process to ensure all services are delivered in line with agreed SLAs and performance targets.
- Collaborate with business units, service providers, and stakeholders to define, document, and agree on service level requirements and SLAs.
- Monitor, measure, and report on service performance, ensuring compliance with SLAs and identifying areas for improvement.
- Serve as the escalation point for service level issues, working with service providers and stakeholders to resolve any breaches or potential breaches.
- Ensure accurate and timely communication of service level performance to stakeholders, providing regular updates and comprehensive reports.
- Facilitate service level review meetings with stakeholders to discuss performance, issues, and opportunities for improvement.
- Analyze trends and patterns in service performance data to drive continuous improvement initiatives aimed at enhancing service quality and efficiency.
- Collaborate with service providers to develop and implement Service Improvement Plans (SIPs) when SLA targets are not met.
- Coordinate with multiple service providers within the SIAM ecosystem to ensure alignment and effective delivery of services in accordance with SLAs.
- Continuously improve the SLM process in line with ITIL v4 and IT4IT best practices, ensuring it remains relevant and effective.
- Identify opportunities for automation and optimization within the SLM process, driving efficiency and reducing manual effort.
- Ensure compliance with organizational policies, standards, and regulatory requirements related to service level management.
ARE THESE YOUR SECRET INGREDIENTS?
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience (3+ years) in service level management within a complex, multi-vendor environment.
- Strong understanding of SIAM principles and experience working in a SIAM ecosystem.
- ITIL v4 certification is required; additional certifications in IT4IT or SIAM are a plus.
- Excellent analytical skills with the ability to monitor and report on service performance.
- Experience with IT Service Management (ITSM) tools such as Service Now, or similar.
- Strong understanding of service level management processes and techniques.
- Proficiency in monitoring, measuring, and reporting on service performance.
- Ability to manage service level issues and lead cross-functional teams in resolving breaches.
- Experience in process improvement, particularly in automating and optimizing SLM activities.
ABOUT YOUR NEW TEAM:
We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.
We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.
We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don’t have the perfect experience. We have faith in what every person can be.
And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.
AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE
At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.
Benefits
Coaching and mentoring programs
Development opportunities
Work with iconic brands
Supportive team
Work from home
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