2026/09 Service Level Manager (m/w/d)
Core
Drive the transformation of an IT service provider into a cloud-based data center by managing service levels, optimizing processes, and ensuring customer satisfaction.
Role type
Service Level Manager (IT Service Management)
Builds
Cloud-based data center services and IT service improvements for public sector clients
Domain
Public sector IT / Cloud Infrastructure / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Service Level Management (SLM), Service Level Agreement (SLA) negotiation, ITIL Best Practices, KPI definition and monitoring, ITSM tools, Cloud service evaluation, Data protection compliance
Preferred skills
ITIL certification, USU Service Management experience, ISO 27001/BSI Grundschutz knowledge
Technologies
USU Service Management, Cloud services, ITSM tools
Responsibilities
Define, negotiate, and monitor Service Level Agreements; Analyze and optimize service processes; Develop and maintain service catalogs; Monitor service fulfillment and create reports; Manage customer communication and escalations
Seniority
Mid-level, hands-on IC
