Service Level Manager

Job Description

• Responsibilities:
• Define, negotiate, and document SLAs, OLAs, and underpinning contracts with internal and external service providers
• Monitor service performance against agreed SLAs and KPIs, ensuring timely reporting and escalation of breaches
• Conduct regular service reviews with internal teams and external vendors to ensure accountability and continuous service improvement
• Analyze service delivery trends and performance data to identify improvement opportunities
• Lead initiatives to improve service reliability, responsiveness, and user satisfaction
• Ensure alignment between business expectations and IT service delivery capabilities
• Maintain a catalog of active services and regularly review the service portfolio for accuracy and relevance
• Facilitate service reporting, dashboard creation, and communication to stakeholders and senior management
• Contribute to the development and enforcement of ITIL-aligned service management processes
• Support incident, problem, and change management functions by providing service-level insights and governance
• Continuously monitor and troubleshoot infrastructure services, ensuring optimal performance
• Follow established best practices and standards in infrastructure service delivery
• Mandatory Skills Description:
• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 5+ years of relevant work experience in industry, with a minimum of 2 years in a Service Level Manager role
• Strong understanding of ITIL practices; ITIL v4 Foundation certification required
• Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Helix, Cherwell)
• Excellent analytical, negotiation, and stakeholder management skills
• Strong presentation and reporting skills; ability to clearly communicate service performance to both technical and business audiences
• Proven ability to manage service performance in complex environments involving multiple vendors and cross-functional teams
• Nice-to-Have Skills Description:
• ITIL Intermediate or Expert-level certifications (e.g., Service Level Management, Continual Service Improvement)
  
  

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