Service Level Manager

Job Description Service Level Manager

Position Summary
The Service Level Manager is responsible for managing and governing Service Level Management to ensure IT services meet agreed business expectations and contractual commitments. The role manages SLAs, OLAs, service performance, service reviews, and continual service improvement.

Key Responsibilities

• Own and govern the end-to-end Service Level Management process.
• Define, review, and maintain SLAs, OLAs, UCs, and service targets.
• Monitor service performance against agreed service levels and contractual commitments.
• Identify SLA breaches, performance risks, trends, and improvement opportunities.
• Coordinate with service owners, support teams, suppliers, and business stakeholders to address service performance issues.
• Conduct regular service performance and service review meetings.
• Manage Service Improvement Plans (SIPs) for underperforming services.
• Ensure accurate service reporting, dashboards, and performance analysis.
• Support customer and supplier governance meetings.
• Maintain service documentation and ensure alignment between business requirements and service commitments.
• Work closely with Incident, Problem, Change, and Other vendor teams.
• Drive continual improvement to improve service quality and customer satisfaction.

Required Skills & Experience

• Strong experience in Service Level Management, Service Delivery, or IT Service Management.
• Good understanding of ITIL and Service Level Management practices.
• Experience managing SLAs, OLAs, service performance, and improvement plans.
• Strong stakeholder, customer, and supplier management skills.
• Strong analytical, reporting, and communication skills.
• Experience with ITSM reporting and service management tools, preferably ServiceNow.
• Ability to manage service performance across multiple technology towers and suppliers.

Preferred Qualifications

• 10+ years of overall ITSM or Service Delivery experience.
• 7+ years of hands-on Service Level Management experience.
• ITIL 4 Foundation certification preferred.
• Experience with ServiceNow SPM, ITSM, or Performance Analytics preferred.
• Experience managing customer-facing services and supplier performance.
• Experience in large enterprise, managed services, or multi-supplier environments.