Service Level Manager

Your Role

As a Service Level Manager, you are the owner of customer satisfaction post-implementation. You drive the continuity, performance, and improvement of our services to ensure seamless operations.

More than that, you’re expected to act as a trusted advisor, helping our customers get the most out of their solution—beyond day-to-day support. You anticipate needs, identify opportunities, and actively contribute to the evolution of our services, including innovation tracks such as AI or other intelligent automation solutions.

You are the bridge between customer, support teams, and innovation—ensuring smooth operations today, while preparing for tomorrow.

Your Responsibilities

As a Service Level Manager, you are responsible for the continuity, quality, and future-readiness of services delivered by the CuCa team. You combine day-to-day service governance with a proactive and advisory mindset:

Service Delivery & Governance

• Ensure operational continuity and SLA-compliant service delivery across your customer portfolio.

• Guide CuCa consultants in their daily execution and customer interactions.

• Lead service review meetings and communicate clearly through reports and dashboards.

• Align third-party services with contractual and technical standards.

Improvement, Advice & Innovation

• Identify and drive continuous service improvements, both operational and strategic.

• Act as a trusted advisor, spotting opportunities for system-wide optimizations beyond CuCa scope.

• Contribute to our ambition to evolve towards intelligent support services, including AI-driven capabilities.

• Promote knowledge sharing and ensure the Customer Knowledge Base remains a living reference.

Financial, Administrative & Transition Support

• Provide input for budget follow-up and support contract renewals.

• Guide the onboarding of new customers, ensuring a smooth transition into operational support.