At the core of every successful business lies a solid and reliable foundation to build upon. In the new world of digital broadcast television and motion pictures, EVS Broadcast Equipment offers solutions (hardware & software devices), for life, near-live and playout of broadcast sports, news and entertainment aiming to improve the value of viewing experience and the customer productivity. With its roots in sports television, EVS redefined live broadcasting with tapeless solutions.

After several generations of development originally started in Liège, Belgium, the core EVS server has evolved into the fastest, most reliable, and most utilized broadcast tool for live production and now completely dominates the sports production marketplace. The intimate partnership initiated between the EVS team across the globe (with offices now in Belgium, France, Italy, UK, Hong Kong, US, UAE and Spain) and the world leading broadcasters have led to significant development around its core foundation.

SLA Manager

Scope

The role of the SLA Manager is to ensure that all service level agreements (SLAs) for services across the organization are delivered according to specifications. The SLA Manager/Service Manager will be involved as a key stakeholder on the SLA business definition. The SLA manager shall gain an understanding of the organization’s SLA needs for future systems based on Cloud/SaaS/OnPremise deployments. SLA manager provides regular Service Reports with performance review against Service Level Objectives on Customer Incidents, Change Requests and Request for Information and on other possible activities as Software upgrades, preventive maintenance, on-site interventions when applicable.
As Service Manager the candidate will also be involved on the transformation to sell products as SaaS contributing to key services as MediaHub.
Regular review of applicable installed based, invoicing and follow up of SLA contract renewals are part of the SLA Operational responsibilities.

Job Description

Key responsibilities of an SLA Manager include, but are not limited to, the following:

  • Participate in the SLA goals definition, SLA requirements capturing, and SLA corporate strategy.
  • SLA Service Contract followup: Translate Service Contract into Service Level Objectives and targets towards the customer, customer support team, IT and third-party service providers (setup of tools, internal Kickoff, External Kickoff and back to back agreements)
  • Monitoring SLA performance for compliance with organizational needs and requirements
  • SLA Service Activation: Setup all support activities and resources in order to meet the SLA performance obligations (Review global planning and organize required training, monitor SLA Welcome Guide). Ensure practices are standardized and used.
  • SLA execution: recurrent activities which include Service Execution, Resource Management followup, Monitor day to day activities, remote locations support, update documentation
  • Customer SLA Management: Report changes, Escalation handling, Exception Handling
  • SLA Contract Renewal: Manage all activities required to support the Contract renewal
  • SLA Contract Closure: Manage all activities related to customer notification, finance notification, Support notifications, product management notifications, and close service contracts on the ERP system.
  • SLA Service Reporting: Generate service report based on SLA performance template, validate Service against Service Contract, evaluate Customer satisfaction through Customer Support survey.
  • Developing, managing, and administering service management best practices including training.
  • Service Manager: participate in the day to day operations of key SaaS to ensure the right level of operations, documentation, and operations.
  • Inventory Monitor: Monitor the current equipment used internally or rented and propose to sale when applicable."

Profile

  • Engineer, Bachelor’s, Master’s or Ph.D. degree in Engineering (high school or university)
  • 5+ years of experience in maintenance and operations
  • In-depth knowledge of SLA management, Support, and delivery of services around the world
  • Experience in ITIL processes
  • Knowledge in Datacenters/Cloud
The following technical experiences are not mandatory, and will be considered as an asset:
  • Experience with Support/SLA tooling
  • Experience with contract management and back to back agreements
  • Experience with Linux/Windows
  • Experience in the broadcast industry
Soft skills :
  • Achieves high-quality results through thoughtful analysis and planning; target driven and result oriented
  • Excellent communication and documentation skills, shares information actively; responds properly, reports on-time; accepts criticism and other opinions, addresses criticism constructively
  • Focus on quality, detail-minded, willing to take care of customer point of view
  • Open for changes and continuous learning
  • Capable of executing tasks autonomously, of planning and communicating planning and progress, of getting help where needed
  • Capable of presenting and customer-facing
  • Shows initiative
  • Good written and verbal communication skills,
  • Excellent team player
  • High-stress resistance; does not give up in crisis situation; does not lose control under pressure
Languages:
  • Fluent in English
  • Basic level of French to interact with colleagues

Offer

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.
 

Your application will be evaluated by the HR department of EVS itself. For any additional feedback regarding your application, we kindly refer you to the EVS HR department.

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