Service Level Manager
*This is a hybrid position
Description:
- We are seeking an experienced Service Level Manager to join our team.
- The ideal candidate will have a strong background in writing Service Level Agreements SLAs and Operational Level Agreements OLAs creating company-wide policies and improving performance metrics.
- This role is essential for ensuring that our service delivery meets agreed-upon standards and drives continuous improvement.
- The SLA Manager will oversee the delivery of all SLAs for information technology services across the organization.
- This includes developing managing and administering service management best practices.
- Additionally, the SLA Manager will facilitate communication between the IT department and its clients to define and maintain the SLAs required for each business unit.
Responsibilities:
- In collaboration with business leaders, senior management, and stakeholders plan and establish SLAs that support business goals for the entire IT services portfolio throughout the enterprise.
- SLA/OLA Development: Write and manage Service Level Agreements SLAs and Operational Level Agreements OLAs to ensure clear expectations and accountability.
- Policy Creation: Develop and implement policies to ensure the client and other State agencies adherence to service standards and regulatory requirements.
- Process Improvement: Identify and implement process improvements to enhance performance metrics and overall service delivery.
- Performance Monitoring: Monitor service performance against SLAs and OLAs and report on compliance and areas for improvement.
- Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment on service expectations and performance.
- Documentation: Maintain detailed documentation of SLAs OLAs policies and process improvements.
- Training and Guidance: Provide training and guidance to team members on SLA/OLA management and policy adherence.
- Continuous Improvement: Stay up-to-date with industry best practices and continuously seek opportunities to improve service
Skills/Knowledge/Experience:
- Bachelor’s degree in Business Administration Information Technology or a related field.
- Proven experience in writing SLAs and OLAs.
- Experience in creating and implementing company-wide policies to improve service excellence.
- Strong background in process improvement and performance metric enhancement.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Certification in ITIL or similar is a plus
Required Skills/Knowledge/Experience:
- Experience planning and establishing SLAs that support business goals for the entire IT services portfolio throughout the enterprise., Required 4 Years
- Write and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure clear expectations and accountability., Required 4 Years
- Identify and implement process improvements to enhance performance metrics and overall service delivery., Required 4 Years
- Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement., Required 4 Years
- Maintain detailed documentation of SLAs, OLAs, policies, and process improvements., Required 4 Years
- Provide training and guidance to team members on SLA/OLA management and policy adherence., Required 4 Years
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