Service Level Manager

Wat ga je doen?

As a Service Level Manager (SLM) at Triple, you will manage and oversee specific clients' service level agreements (SLAs). You will ensure that our technical and application management services consistently meet the highest performance and quality standards. Your work aligns these services with business objectives and customer expectations.

Your tasks will include:

• Developing, implementing, and maintaining SLAs for various managed services, in line with business objectives and client needs.
• Regularly monitoring SLA compliance and service performance, identifying and resolving any deviations or potential risks.
• Proactively identifying opportunities to improve SLAs and service delivery, considering customer feedback and needs.
• Holding regular service review meetings to discuss SLA performance, challenges, and improvement plans, documenting and sharing all actions with relevant stakeholders.
• Collaborating closely with the build organization to ensure a smooth transition of new or updated platforms to the support organization, preparing teams and processes for long-term support.
• Coordinating with the client during Priority 1 incidents and acting as a bridge between the engineering team and the client to ensure regular updates and resolutions.
• Building strong relationships with internal and external stakeholders and serving as the point of contact for SLA-related matters.
• Identifying potential risks to service delivery and working with relevant teams to develop and implement mitigation strategies.

Who are we looking for?

You are a team player who understands that we all contribute to the development of Triple. As a person, you bring a digital mindset, as you will be working in an IT environment. Innovations follow each other rapidly, so you stay up to date with the latest trends in online business.

By nature, you are someone who can empathize well with the thoughts and feelings of others. You think in terms of (technical) solutions and opportunities and do not confine yourself to strict boundaries. On the one hand, you act in the best interest of the client and place them at the center, but on the other hand, you are not afraid to manage customer expectations. Above all, you are a friendly colleague who asks for and shares information within the team.

• A relevant Bachelor's or Master's degree;
• A minimum of 5 years of relevant work experience;
• Proven experience in drafting SLAs and service contracts;
• Strong skills in stakeholder management and relationship building;
• Most importantly, you bring a positive and proactive mindset.

Who are we?
We are crazy about everything related to coding, design, cloud (hosting), data and innovation. You can experience this at our office in Alkmaar. We work with pleasure and drive on all those cool projects and our ambitions. Together, in a friendly atmosphere. And in between, you can see us on an electric skateboard, playing a game of table tennis or racing a few laps on the simulator.

From four gamers with decent computer skills, we grew into a group of 250+ techies and creatives. A lot has changed since 1998… and yet not so much. Call us visionaries, shapers and creators of digital game changers. Or just Jeroen, Sanjay or Natalia. We are now helping partners such as VodafoneZiggo, citizenM, NLZIET and Ajax.

Why do we work at Triple?

🚀 Room to develop yourself through training, certification or attending conferences.

🏠 Hybrid working: we work at the office in Alkmaar for at least two days, where you work the rest of the week is up to you.

🥐 Do you work in the office? Enjoy a tasty breakfast and lunch made with love by our own chef.

🎮 An office full of gadgets, game consoles and a home cinema. Or would you rather visit us in VR?

📅 An overcrowded agenda of Triple events: from sports tournaments to LAN parties, drinks and board game evenings.

❤️ And, of course: 25 vacation days, pension plan, travel expenses and homework allowance, the best laptop and phone of the moment.

➡️ View all our benefits here.

Diversity and Inclusion
At Triple, we like to make great things with awesome people. We see our office as a second home, where you work with your friends and where you can always be yourself. That is why we only select on the basis of skills and we welcome colleagues from any background, religion, disability, gender identity, ethnicity or sexuality. Triple is convinced that diversity stimulates creativity and ensures innovations.
Don't worry if your resume doesn't meet all our criteria. We would like to hear from you!