Service Level Manager | Bosch Building Technologies

• a good salary appropriate to your knowledge and experience;
• 38 vacation days per year based on full-time employment;
• a one-year contract with a view to permanent employment;
• a laptop and iPhone;
• hybrid working, with three days per week from the office and two days from home;
• room for training and further development;
• a pension scheme via PMT;
• a stable, international employer with a professional and people-oriented culture.

Ensuring service agreements also work in practice

A service report shows that the agreements have been met. Yet, the customer is dissatisfied. You want to understand where that discrepancy comes from and what is needed to resolve it.

As a Service Level Manager at Bosch Building Technologies, you are responsible for the execution of major service contracts during the management and maintenance phase. You bring together customer expectations, contract agreements, financial performance, and daily technical service delivery.

Within Bosch, Bosch Building Technologies specializes in solutions and services for buildings and technical environments. We work on, among other things, security technology, fire safety, building technology, and other technical installations and systems.

You ensure that agreements are not just correct on paper. You make it clear who is responsible for what, adjust course when performance lags, and ensure that improvements are actually implemented.

A role for someone who understands technology, builds relationships, and takes responsibility for the result.

Van service appointment to service delivery a customer can rely on

• Translating service agreements: Translating Service Level Agreements (SLAs) into concrete operational agreements and ensuring that colleagues and external service partners know what is expected of them.
• Monitoring performance: analyzing contract reports, discussing deviations, and initiating and following up on actions until they are completed.
• Financial management: monitoring how your service contracts perform financially, including the realization of sold contract hours, and adjusting when results or utilization deviate from the agreements.
• Directing operations: identifying bottlenecks in planning, organization, and execution and bringing the right people together to reach a solution.
• Making structural improvement concrete: recognizing recurring malfunctions and problems, having causes investigated, and monitoring that agreed-upon improvement measures are actually implemented.
• Visiting customers: regularly engaging in dialogue with customers and seeing on-site how the service delivery and work proceed in practice.
• Performing work inspections: checking how work is being carried out while keeping an eye on quality, made agreements, and applicable safety procedures.
• Maintaining customer relationships: discussing at a tactical level with customers how the service delivery is performing, where expectations differ, and where improvement is needed.
• Monitoring collaboration: overseeing the contribution of internal colleagues and external service partners within your contracts.
• Looking ahead: identifying needs for replacement, expansion, or additional services and providing substantive input to the Business Relation Manager for commercial proposals.

You are the point of contact for the functional administrator at the customer and work closely with the Business Relation Manager. You do not have to solve all technical problems yourself.

You ensure it is clear what is happening, who takes responsibility, and what is needed to do it better structurally.

You have multiple service contracts under your responsibility. You know what has been agreed upon with customers, how the service delivery is performing, and how your contracts are performing financially.

To achieve this, you don't just sit behind reports. You speak with customers, visit locations, perform work inspections, and coordinate with technical colleagues and external service partners. This gives you insight not only from figures but also from practice into what is going well and where improvement is needed.

For this role, we are looking for someone who can independently grasp a service contract and determine what agreements mean for daily execution.

You feel comfortable in conversations with technical specialists, customer representatives, managers, and internal and external stakeholders. When different topics require attention simultaneously, you set priorities and substantiate your choices with facts, risks, and agreements with the customer.

You do not need to have hierarchical authority to get people moving. You dare to hold people accountable for agreements, take responsibility for progress, and recognize when it is time to escalate.

Variety is an important part of this position.

One moment you are analyzing the performance or financial development of a service contract. After that, you discuss the results with a customer or Business Relation Manager. At another moment, you are on-site for a customer visit or work inspection and see for yourself how the service is being delivered.

You work independently within the agreed frameworks, but you do so in the middle of a network of customers, technical colleagues, management, and external partners.

In addition, you are given the space not only to solve problems but also to ensure that the same problems do not keep arising.

Do you want to take responsibility for technical service delivery that is not only correct on paper but also works in practice?

Apply as a Service Level Manager at Bosch Building Technologies and ensure that customers can rely on the agreements we make with them.

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