75% Remote: SLA & Flow Manager (f/m/d)

For our client we are looking for a SLA and Flow Manager (f/m/d).

Frame data:
Start: November 2024
Duration: 31.03.25 ++ (long term)
Capacity: 100% if possible
Location: Berlin / Remote (1 week Berlin / 3 weeks remote in rotation), up to 50% onsite in peak times

Role:
The role of the SLA & Flow Manager is to ensure that all service level agreements (SLAs) for products / services across the organization are delivered according to specifications. From flow management perspective will improve customer services while optimizing processes and the usage of the production
environment.

Key responsibilities of the SLA & Flow Manager include:
- Developing, managing, and administering service management best practices.
- Monitoring SLA performance for compliance with organizational needs and requirements.
- Facilitating communication between the Program and its clients in order to define and maintain the SLAs required for each Product Line.
- The Service Level Manager will have overall responsibility and accountability for the success of the Service Level Management (SLM) process
- Assuring synchronisation with the release management process to the production environment
- Updating and optimising of operational flows.

Skills (must-have):
- A minimum of 5 years of SLA and Flow management on infrastructure and cloud technologies.
- Comprehensive understanding of SLAs offered by cloud providers.
- Very good technical understanding of tools and technologies around ITSM and ITIL Practices.
- Demonstrated experience and knowledge with SLA methods/solution, with several of:
- Log Collection and Analysis
- Operational Metrics
- Service Level Management
- Request management
- Service Desk
- Incident Management
- Deployment and Release Management
- Problem Management
- Change Control
- Operational Flows
- Proven ability to develop and communicate a clear service management practice.
- Excellent communication, teaching, and negotiation skills.
- Demonstrated experience in gathering, documenting and prioritizing customer requirements, and the ability to advocate for the customer within the team.
- Excellent knowledge of IT operations processes. Ability to make complex information accessible.
- Able to organize people and activities to maximize process efficiency and effectiveness and define metrics to measure process outcomes.
- Capable of designing and implementing practices, processes, and procedures that effectively utilize people and technology.
- Demonstrated ability to coordinate cross-functional work teams toward task completion.
- Ability to work in a dynamic and demanding environment.
- Ability to communicate effectively with all levels of management.
- Fluent English communication skills in speech and writing (minimum C1 level).

Skills (should-have)
- Previous involvement in implementing Service Level Management Systems
- Relevant certifications in ITIL / ISO 20000
- Fluent German in speech and writing (at least B2)