AI-Driven IT Service & SLA Manager (m/f/n), Esch-sur-Alzette

Mission

• You design and develop data solutions aligned with business requirements and actively contribute to initiatives, product development and data analysis projects
• You provide recommendations for data insights and optimal tool selection
• You coordinate with stakeholders to deliver successful outcomes on internal and external projects
• You monitor and optimize costs, meet deadlines, ensure data compliance and adhere to governance and security standards
• You ensure SLA adherence, optimize IT support processes and drive continuous service improvements
• You configure and enhance AI Assistant workflows to automate recurring IT tasks and improve service efficiency
• You leverage tools like Tableau or Power BI to analyse service data and enhance IT performance
• You drive innovation by staying up to date on evolving tools and methodologies and foster a data-driven culture within the organization

Profile

• You hold a university degree in IT, Computer Science or equivalent
• You have a solid understanding of IT service management practices (ITIL), including incident and problem management, service request handling, and SLA monitoring
• You have hands-on experience configuring AI-driven systems or chatbots to automate IT support processes
• You are skilled in integrating systems using APIs and automation tools to streamline workflows and enhance service delivery
• You have a strong problem-solving mindset, with the ability to identify inefficiencies, propose innovative solutions, and resolve technical issues effectively
• You are proficient in data analysis tools like Tableau or Power BI and can turn data into actionable insights to support service improvements
• You have analytical skills, a talent for dealing with processes and numbers and a keen eye for details
• You are a team player with excellent interpersonal and communication skills
• You show a high level of engagement and initiative
• Excellent verbal and written communication skills in English. A good knowledge of French and German will be considered as an advantage.