AI-Driven IT Service & SLA Manager

AI-Driven IT Service & SLA Manager

Enovos Group

Esch-sur-Alzette, Luxembourg

Your tasks

• 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.

Your 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.