Service Contract Performance Manager
Cosmote Global Solutions
contract
Posted on:
Location Type: Hybrid
Location: Luxembourg • Luxembourg
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About the role
- Oversee and optimize the delivery of contracted services
- Manage service contracts and ensure compliance with service level agreements (SLAs)
- Drive continuous improvement in service delivery
- Act as the key liaison between internal teams and external vendors
- Monitor, evaluate, and enhance contract performance to ensure business objectives are met effectively
- Regular review and assessment of the contract managed services for improvement
- Review achieved versus contractually defined SLA targets
- Collaborative planning with the contract managed service company
- Monitor the performance of projects delivered in the contract
- Manage diverse projects related to operations of the unit
- Participate in and coordinate project meetings
Requirements
- Master’s Degree in IT or a related field
- At least B2 in English and French(both)
- 15+ years of experience in IT Services Management, working both on customer and on service provider sides.
- 5+ years of experience managing IT service outsourcing (or managed services) contracts and associated contract performance for large IT infrastructure services provided to public sector organizations / EU institutions / large private companies. These contracts must have been delivered by a team of at least 100 FTE and must have included the delivery of multiple services (e.g. multiple data centre rooms, storage, backup, virtualization layer, operating systems, cloud on premises, automation, security services).
- 5+ years of experience in project and program management. The demonstrated experience must include acting in different roles, such as program manager, project manager and project owner.
- PM2 (Project Management methodology) certification.
- ITIL Foundation certification.
- Experience with:
- - management of the contract lifecycle (e.g. integration of new services in the contracts, preparation of renewals of contracts and contract amendments).
- - contract performance management (e.g. checking the compliance with the contractual defined SLAs, calculate applicable Liquidated Damages for breached SLAs, following up on service improvement, initiating SLA definition review to improve the contract performance).
- - IT service management – including the definition of new services with the appropriate SLA parameters, SLA review and reporting, negotiations with the managed service provider and customers.
- - ensuring that the managed service provider has properly documented and is applying ITIL processes (e.g. Incident, Problem, Change, Request, Availability Management, etc.)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Services Managementcontract performance managementproject managementprogram managementservice level agreements (SLAs)contract lifecycle managementIT service managementcloud servicesautomationsecurity services
Soft Skills
collaborationcommunicationleadershiporganizational skillsnegotiationcontinuous improvementevaluationmonitoringassessmentliaison
Certifications
Master’s Degree in ITPM2 certificationITIL Foundation certification