Service Level Manager
Core
Establish, monitor, report, and improve service performance against agreed service commitments to align with business outcomes.
Role type
Service Level Manager
Builds
Service performance dashboards and KPI reports
Domain
IT Service Management / Service Delivery
Deliverable
dashboards & analysis
Required skills
SLA definition and maintenance, KPI reporting, stakeholder coordination, risk management, service improvement planning, customer satisfaction analysis
Preferred skills
ITIL Foundation, ServiceNow reporting, SIAM environment experience, governance review facilitation
Technologies
ServiceNow
Responsibilities
Define and maintain SLAs, XLAs, and OLAs; Monitor and report service performance using dashboards; Coordinate service reviews with customers and suppliers; Manage SLA risks and escalate concerns; Support Service Improvement Plans; Analyze customer satisfaction results; Support governance activities across multi-provider environments
Seniority
Mid-level, hands-on IC
