Job details

Service Manager

Company details

With over 3500 experts and one of the deepest, broadest portfolios of software and services, Sopra Banking Software is a trusted, long-term partner of over 800 banks in more than 70 countries. Sopra Banking Software has an unequalled ability to address the requirements for banks and financial institutions of any size and scope, allowing them to innovate and expand their services. Sopra Banking Software is a subsidiary of the Sopra Steria Group, a world leader in digital transformation, with more than 40 000 employees. In 2016, Sopra Steria achieved a pro forma turnover of € 3,7 billion.

For more information follow us on Twitter @SopraBanking or visit

To support our growth and develop our national and international project teams in Luxembourg, we are looking for a:

Service Manager


Service Management has the ownership of the support relationship with the customer. It has a role before go live to prepare the support services provision and after to go live to guarantee this provision:

Before go live:

  • Arrange jointly with the Project to have the Service Desk Entry Criteria fulfilled
  • Do the service set-up at the client side and at the service Desk (assisted by the Support Setup Coordination) –put in place remote connections, DAP, etc…

After go live, Service Management is responsible for:

  • Management of the client priorities
  • Reporting to the client
  • Communication to the client
  • Regular Meetings with the client
  • Follow-up & reporting on the Service Levels
  • When necessary, involve project team in discussions
  • Chasing the Support delivery in the whole organization
  • Escalates to CSM (for client aspects), SDM (for staffing aspects) and SSD (for corporate aspects)
  • Involved in contract renewal, SLA revision or any Service Improvement process
  • Identify and implement specific actions to improve service quality
  • Review, analyse and make recommendations on improvement opportunities in all phases (strategy, conception, operations) of the services delivered to our customers
  • Improve cost-effectiveness of delivering the services without sacrificing customer satisfaction


  • Third Party Supplier/Contract Management relationships to the SLM Process
  • accommodating any existing Service Improvement Plans/Programmes within the SLM process
  • maintains the Service Level Agreements with the Customer
  • negotiates and agrees with both the Customer and IT Provider any Service Level Requirements for any proposed new/developing services
  • analyses and reviews service performance against the SLAs and OLAs
  • produces regular reports on service performance and achievement to the Customer and IT provider at an appropriate level
  • organises and maintains the regular Service Level review process with both the IT Customer and IT provider which covers
  • reviewing outstanding actions from previous reviews
  • current performance
  • reviewing Service Levels and targets (where necessary)
  • agreeing appropriate actions to maintain/improve service levels
  • initiates any actions required to maintain or improve service levels
  • Acts as co-ordination point for any temporary Changes to service levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the IT provider etc.).


  • to have at least 5 years of working experience
  • a sound knowledge of ITIL
  • knowledge of Sopra Banking Software products is an asset
  • be familiar with computer technology and software.
  • It is also necessary to be mobile and to be prepared to travel for short stays
  • have or acquire experience in writing Service level Agreements and Operations Level Agreements.
  • A perfect knowledge of English is required (the knowledge of other languages is an important asset).
  • German language required
  • Moreover knowledge of the banking industry as well as several years of experience in Support Service Management is an important asset.


English - German


  • A young & dynamic environment;
  • Sopra Banking University foresees trainings available throughout the entire career;
  • Attractive financial package including interesting compensation & benefits such as an extended insurance package, a competitive salary and a range of employee benefits (company car, fuel card...).

  • Placed on:Mon 9 October 2017
  • Location: Luxembourg - Capellen


For more information:
at the number: +32 2 777 45 92
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