Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Your role
As an SLA & Reporting Specialist, you will help ensure service performance meets agreed business and contractual commitments. You will drive service level management and reporting activities, provide transparency on performance, support governance with key stakeholders, and contribute to the continuous improvement of reporting processes, helping deliver high-quality services and informed decision-making.
Your tasks
- Monitor SLA performance to ensure compliance with business, organizational, and contractual requirements.
- Collaborate with IT teams and clients to define, maintain, and optimize SLA and OLA agreements.
- Drive SLA operations in line with agreed contractual commitments and service targets.
- Lead the continuous improvement of reporting, ratification, and service level measurement processes.
- Provide clear visibility of service performance to management and leadership through regular reporting.
- Organize and facilitate weekly and monthly governance meetings with customers and onshore stakeholders.
- Own the design, implementation, and maintenance of service level reporting documentation, policies, processes, and procedures.
- Act as an escalation point for service transitions and migration projects, while identifying and implementing reporting and performance improvement opportunities.
Your profile
- You have experience managing service level agreements (SLA), operational level agreements (OLA), and service performance reporting.
- You can analyze performance data and provide meaningful insights, recommendations, and reporting to stakeholders and leadership teams.
- You have strong stakeholder management skills and can effectively collaborate with customers, business partners, and IT teams.
- You are confident leading governance meetings and driving discussions around service performance and improvement actions.
- You take ownership of processes and ensure the timely delivery of contractual service management obligations.
- You have a continuous improvement mindset and can identify opportunities to enhance reporting quality, efficiency, and service performance.
- You are skilled in documenting and maintaining reporting processes, standards, and implementation requirements.
- You can support service level negotiations and contribute to achieving agreed KPI, SLA, and OLA targets.
- ITIL 4 certification will be an advantage.
What You'll love about working here
- Practical benefits: yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.
- Award-winning development programs to support your career at every stage. Connected Manager - our leadership development program has already helped over 300 employees accelerate their growth!
- Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
- Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies.
- Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.
Get to know us
Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.
Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.