The role of the SLA Manager is to ensure that all service level agreements (SLAs) for information technology services across the Program are delivered according to specifications. The Service Level Manager is responsible for the quality and integrity of the Service Level Management process. He/she is the interface to the customer and to the other process managers.
This includes developing, managing, and administering service management best practices. The SLA Manager will also facilitate communication between the different service areas in order to define and maintain the SLAs required for each section.
Formulates and agrees with an appropriate Service Level Management structure for the organization, to include:
Service Level Agreement structure (e.g. Service based, Customer based or Multi -Level)
Operational Level Agreements with the Service Provider
Third Party Supplier / Contract Management relationships to the Service Level Management Process
Accommodating any existing Service Improvement Plans / Programs within the SLM process
Negotiates and agrees with the Service Level Agreements with the Customer.
Negotiates and agrees with the Operational Level Agreements with the Service Provider.
Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services.
Analyses and reviews Service Performance against the SLAs and OLAs.
Organizes and maintains the regular Service Level review process with both the IT Customer and Service Provider which covers:
Review outstanding actions from previous Reviews;
Reviews Service Levels and targets (where necessary);
Reviews underpinning agreements and OLAs as necessary
Agree with appropriate actions to maintain / improve Service Levels.
Initiates any actions required to maintain or improve Service Levels
Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
Acts as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
Ensures that appropriate changes are assessed for their impact on service levels
Carries out the Process Manager responsibilities for the Service Level Management process
Leadership Skills ITIL Certified
Team Management Skills
Service Level Agreement Management Exp
Exp in a Customer/Cross functional team
EDUCATION & EXPERIENCE: Requires a BA/BS or equivalent experience and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience. Generally has 2+ years of experience supervising or leading teams or projects.