Service Level Manager

Profile title

Service Level Manager (SLM)

Summary statement

Manages all service level agreements (SLAs) across the organization ensuring the service commitments are met whilst driving service improvement programs.

Mission/general skills description

Knowledge of Information Technology Infrastructure Library (ITIL). Experience in handling service providers and knowledge of negotiation on SLAs. Excellent customer focus and customer advocate for service improvements.

Deliverables

Accountable

Responsible

Contributor

• Service requirements

• Customer satisfaction
• Service Level (Agreement)

• Product management
• Account management

Main task/s

• Manage Service Level of existing outsourcing contract (e.g. customer, vendor, etc.)
• Optimize quality of Service Level Management
• Improve customer satisfaction
• Design and document the Service Level Management process, policies, rules and guidelines
• Define and document the KPIs, reporting and key controls for the Service Level Management process
• Set up and lead expertise ITIL Service Level Management process forums with process experts
• Builds ITIL compliant Service Level Management process knowledge in the organization.
• Standardization to enable offshore targets
• Drive service management best-practice and ITIL process standardization
• Define new customer needs and wishes. Generate leads to Product management and Account management

DC-Competence

(From DCCF^©)

A.2. Business Plan Development

Level 3

A.3. Service Level Management

Level 3-4

C.1. Service Delivery

Level 3-4

D.6. Sales Management

Level 3

E.5. Relationship Management

Level 3

KPI area

Percentage reduction in SLA targets threatened

EPI-DC Framework^© Disciplines

• Service Level Management

EPI courses

Required;

• DCFC/CDCP
• CDFOM
• CITM

Added value;

• CDMS
• CDRP