Service Manager

Would you like to evolve in a structure where professional self-fulfillment and career development are key words ?

CTG was founded in 1966 in Buffalo, USA. CTG is an international IT solutions & services company, back over 50 years of experience.

CTG is the most reliable IT service provider, built on 50 years of meeting our commitments to make technology work for our clients and deliver real business value.

CTG Luxembourg PSF has more than 25 years' service in the Luxembourg market, and the company's continued success can be attributed to its dedicated employees. On a daily basis, the company strives to have a stronger relationship with these employees and provide them with a great work environment.

CTG's Human Resources policy has always included a dedicated career management team, which ensures a strong link between the company and its consultants.

This approach, unique within an IT consulting company, is proving to be effective, particularly in terms of career development. The Competence Developer establishes and maintains a lasting relationship between employer and employee.

CTG Luxembourg PSF is one of the only companies in Luxembourg repeatedly recognized as "Bestworkplace ®"

As a CTG team member, you will help to deliver high-value, industry-specific IT services with clear alignment on our client's goals and metrics for each project.

**In Luxembourg, we offer career opportunities in**:
Infrastructure
Support
Softawre development
Testing
Financial services (business analysis...)
Compliance

CTG offers our team members competitive compensation and benefits packages, and provides many training opportunities for our employees - from computer-based training to a training program for different certifications.

At CTG, we also know that connections make us stronger - both connecting to your clients to create and deliver the right IT services, and connecting with your colleagues to create a positive work environment.

We are proud to be R-E-L-I-A-B-L-E at CTG

We are currently hiring a Service Manager for our internal services.

As Service Manager you will define and implement ITSM guidelines for service level management, governance structure and processes, dispute resolutions and overall change management.

Your tasks

Define, document, agree, monitor, measure, report and review the level of IT services provided
Ensure that specific and measurable targets are developed for all IT services
Liaise with internal teams to insure that the right tools are in place to track and measure relevant KPI's
Monitor service performance against SLAs
Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
Designing SLA frameworks and document templates
Determine, document and agree requirements for new services
Review and revise underpinning agreements and service scope (Liaise with Pre-Sales team and partners)
Report customer satisfaction to internal teams and foster a "lessons-learned" culture
Produce service reports (routine or exception) and participate in Service Review Meetings with Customer
Conduct service reviews and instigate improvements within an overall SIP
Actively support coordination of Change Management (operational and in scope of agreement).
Actively support coordination with the implementation of updated/new ITSM Processes and Tools
Monitor and improve customer satisfaction with the quality of service delivered
Motivate the employees involved in the service delivery. Help them thrive in a challenging work environment.
Understanding the full scope of the Service Level Management process.
Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.

**Profile**:
Capability to build a relationship with the customer representatives.
Capability to translate the business requirements provided by the customer representatives into SLR for the service owners.
Capability to negotiate service level agreements.
Capability to produce reports on the actual level of service provided.
Excellent verbal and written communication skills.
Service-oriented attitude.
Good understanding of the service management processes. ITIL certified.
Detailed understanding of the Service Level Management procedures.
Capability to use the tools provided to fulfill the role of service level manager. Actively participate in improving the tools
French (Fluent)
English (Good level) - German is a strong asset

**Offer**:
An attractive salary package with or without a company car
A 13th month at the end of the year or each month
Meal Vouchers or financial compensation
A dedicated training program with personal development plans
Extra-legal advantages (IT material, banks,...)

**Regular events with the CTG team**: learning lunches, Staff meeting, Xmas, Marathons,..

Within the framework of our PSF certifi