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AUBAY S.A.
SLA & KPI Manager - ITSM
Join AUBAY S.A. in Luxembourg City as an SLA & KPI Manager. Leverage ServiceNow expertise to drive ITSM excellence through SLAs, KPIs, and continuous improvement.
Staffing Agency/Recruiter
Entry Level
ServiceNow Role Type:
ServiceNow Modules:
Governance, Risk, and Compliance
IT Service Management
Incident Management
Reporting and Analytics
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
September 25, 2025
The IT Service Management (ITSM) team is seeking a SLA & KPI Manager to drive and monitor service commitments through SLAs and KPIs. The role involves defining and evolving SLAs, setting up tracking dashboards, producing reports, and ensuring compliance with contractual and organizational commitments. The manager will also contribute to continuous improvement and governance of ITSM processes.
Requirements
- Mastery of ITSM concepts (ITIL v4 or v3)
- Significant experience in SLA/KPI piloting in an IT context
- Knowledge of the ITSM management tool: ServiceNow
- Advanced Excel skills and data visualization tools (Power BI, Tableau, etc.)
- Strong skills and qualities: Analytical, synthesis and restitution skills, excellent verbal and written communication skills
- Strong skills and qualities: Ability to show, transmit and share knowledge, ideas and working methods, take appropriate actions, respect confidentiality and commitments, avoid all forms of bias
Requirements Summary
Master ITIL v4/3, SLA/KPI experience, ServiceNow knowledge, advanced Excel & data visualization skills. Strong communication & analytical skills required
