Service Level Manager

Service Level Manager

Miejsce pracy: Kraków

Technologies we use

Operating system

• Windows

About the project

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

As an SLA & Reporting Specialist, you will help ensure service performance meets agreed business and contractual commitments. You will drive service level management and reporting activities, provide transparency on performance, support governance with key stakeholders, and contribute to the continuous improvement of reporting processes, helping deliver high-quality services and informed decision-making.

Your responsibilities

• Monitor SLA performance to ensure compliance with business, organizational, and contractual requirements.
• Collaborate with IT teams and clients to define, maintain, and optimize SLA and OLA agreements.
• Drive SLA operations in line with agreed contractual commitments and service targets.
• Lead the continuous improvement of reporting, ratification, and service level measurement processes.
• Provide clear visibility of service performance to management and leadership through regular reporting.
• Organize and facilitate weekly and monthly governance meetings with customers and onshore stakeholders.
• Own the design, implementation, and maintenance of service level reporting documentation, policies, processes, and procedures.
• Act as an escalation point for service transitions and migration projects, while identifying and implementing reporting and performance improvement opportunities.

Our requirements

• You have experience managing service level agreements (SLA), operational level agreements (OLA), and service performance reporting.
• You can analyze performance data and provide meaningful insights, recommendations, and reporting to stakeholders and leadership teams.
• You have strong stakeholder management skills and can effectively collaborate with customers, business partners, and IT teams.
• You are confident leading governance meetings and driving discussions around service performance and improvement actions.
• You take ownership of processes and ensure the timely delivery of contractual service management obligations.
• You have a continuous improvement mindset and can identify opportunities to enhance reporting quality, efficiency, and service performance.
• You are skilled in documenting and maintaining reporting processes, standards, and implementation requirements.
• You can support service level negotiations and contribute to achieving agreed KPI, SLA, and OLA targets.
• ITIL 4 certification will be an advantage.

What we offer

• Practical benefits: yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.
• Award-winning development programs to support your career at every stage. Connected Manager - our leadership development program has already helped over 300 employees accelerate their growth!
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• no dress code
• parking space for employees
• extra social benefits
• redeployment package
• employee referral program
• charity initiatives
• access to courses e.g. Excel, VBA, RPA, Customer Care
• unlimited access to Udemy Business
• free chat/call with a therapist

Recruitment stages

• Interview with the recruiter
• Competency Tests/Language Verification
• Video call with a manager
• Final Decision

Capgemini Polska

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).