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Halian - Request and Service Level Manager

Do you look for stability in a technological environment? We currently have an opportunity as a Request and Service Level Manager (Permanent contract).


We propose a job Opportunity for one of our Clients that participates in the development of telecommunication infrastructures and ICT services in Luxembourg. The opportunity is for one of the leaders in Telecom Sector in Luxembourg.



Your Missions

  • Be in charge to manage the Request and Service Level processes: To ensure request operations are done as quickly an efficient as possible with a reduced impact to business operations To agree and monitor operations Service Level engagement
  • Be accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
  • Own the process, manage the process lifecycle and support documentation for the process from a strategic and tactical perspective. You will ensure that the process is fit for purpose
  • Promote and reinforce adherence to the process and policies associated with Request and Service Level Management
  • Be responsible for planning and coordinating all the activities required to perform, monitor and report on the process
  • Remediate deviation of the process
  • Be responsible for communicating with parties
  • Be the point of contact for all new process design
  • Be responsible for the effective implementation of the process and -carries out the respective reporting procedure
  • Represent the first stage of escalation of your process
  • Monitor the requests to ensure that the Service Level Agreements are respected
  • Identify, initiate, schedule and conduct reviews of the operations of your process
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced where applicable



  • Understanding of the ITIL disciplines.
  • At least 3 years of relevant IT experience within Incident, Problem- and Change Management.
  • Preferred Technical and Professional Experience
  • General IT technical experience
  • Experience on delivering within a Service Management environment.
  • Understands the ITIL Service Management processes and systems.
  • You have
  • At least a bachelor degree (master preferred) in IT security or relative fields
  • Proven experience (5 - 8 years) in IT security, security management, Telecom and CyberSecurity topics
  • Knowledge of Hardware/software systems, Security infrastructure


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Description société

As an international IT services company, Halian have worked hard for 20 years to understand the issues that keep our customers awake at night and to create the answers that make their lives a little easier.
Our mission - the goal that's shared by everybody at every level - is “to deliver the best people and technology services in order to help Halian's customers do more; faster, better, and more cost-effectively than ever before."
We're able to do things differently because we think and act differently - the Halian Way is based on rapid service and speedy results, and at its heart lie five key values:
Partnership, Respect, Intelligence, Dedication, and Energy.

Halian has offices in the UK, Luxembourg, Dubai, and Qatar, and have more than 500 employees all over EMEA. We work with some of the world's most ambitious and dynamic organisations, such as Public and European Institutions, Finance, Oil and Gas, Healthcare and Pharmaceuticals, and partner with industry leading hardware and software vendors. When you join Halian, you will help integrate one of our three service lines: Managed Services, Resourcing Services, or Project Services. You are able to deal with a variety of technologies in critical environments, and make a positive contribution to our customers business. In return, Halian will support the development of your career via different programmes already in place. Halian has built a strategy based on confidence with its customers and partners, and it's these strong links that allow Halian to provide you with job offers not often available on the open job market. Each role is a new challenge to take on!

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