SLA Project Manager 80 - 100% (f/m/d)

Description

Service Level Agreements for the installed base of our companies products and systems are becoming an increasingly important aspect in the global Grid Automation Business and our customers are looking for a reliable and competent partner to maximize availability and reduce the risks associated with the operation and maintenance of their energy production, transmission and distribution facilities.

In the role of a SLA Project Manager you will be the responsible for managing customer service level agreements (SLAs) for protection and control as well as communication products and SCADA systems. The role includes the following tasks:

Your responsibilities

• Negotiating, defining, and monitoring SLAs for protection and control, communication products and/or SCADA systems with internal and external stakeholders, such as business units, suppliers, regulators, and customers.

• Developing and implementing SLA management processes and tools, such as reporting, auditing, escalation, and improvement.

• Collaborating with service owners, engineers, technicians, and operators to ensure that our solutions are compliant with industry standards, best practices, and SLA contracts.

• Identifying and managing the risks, issues and opportunities related to the service delivery, and implements corrective and preventive actions as needed.

• Management of cases and issue resolution process for equipment and systems covered under the SLAs.

• To provide guidance, support and training to the service delivery team and other relevant staff on the SLA management process and tools.

• Monitoring the service performance, availability, reliability, and security, using appropriate metrics and indicators.

• To conduct regular service reviews with the customers and stakeholders, and communicating the feedback, satisfaction levels, performance and improvement plans to senior management and customers.

Your background

• Bachelor’s degree (FH) or higher in engineering, computer science, information technology or related field.

• At least 4 years of experience in SLA management or customer project management or similar role for protection and control, communication products and/or SCADA systems in the power sector or a similar industry.

• A good understanding of protection and control, communication products and/or SCADA systems, or willing to learn the basics as a fast learner.

• A strong knowledge of SLA management concepts, tools, and techniques.

• Excellent analytical, problem-solving, and decision-making skills.

• Excellent communication, negotiation, and presentation skills in English (equivalent to C1). German, French or Italian is a plus.

• A customer-oriented and results-driven mindset.

• Ability to work independently as well as in a team and to handle multiple tasks and prioritize effectively.

• Ability to adapt to changing environments and customer requirements