SLA Manager/Controller

Business Unit: Global Services Strategic Outsourcing Location Sweden Project Area Description: This is a position on the Nordic Processor account. Nordic Processor is a joint company owned by IBM and Nordea. NP supplies Nordea with a wide range of infrastructure services. Within the Service Management area this group (SLA & Reporting) is managing and reporting on All SLAs defined in the Contract. Job Description: This job is divided into two defined Roles: SLA Manager and SLA Co-ordinator The role as SLA Manager is about reviewing all SLAs on a regular basis and make sure that all nessesary steps are taken out in the delivery organisation to make sure the SLA targets are not missed. The role as SLA Co-ordinator is about managing new and existing Contractual SLAs, and make sure these are implemented and measured in an orderly fashion. Desired Experience: Project Manager skills. Experience from working with SLAs in large accounts Reporting tools (ESMRT etc) Presentation tools (Excel, PP) SQL Knowledge of how to perform SLA work in large accounts EOP Process Control Service Levels Project manager skills This account is a Nordic one, why it may be neccessary to travel within the Nordics. The Team is currently located in Denmark and Sweden.