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:

  Bachelors 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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