Service Level Manager
From IT frameworks
Contents |
Job Description for the position of Service Level Manager
Service Level Management is a discipline in IT service management.
The role of Service Level Manager is to ensure the goals of the Service Level Management process are achieved. The main goal is to ensure that the levels of IT service delivery are achieved, both for existing and new services in accordance with the agreed targets.
The job
The Service Level Manager is a position within the scope of Service Level Management ITILv3 process.
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are Service Design Manager and ITSG (IT Steering Group).
- Immediate juniors are the Service Design staff triggering the Service Level Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Number of services that are not meeting agreed service targets at present
- Number of services without updated SLAs at present
- Number of SLA targets missed
- Number of SLA targets threatened
- Percentage of services covered by SLAs
- Percentage of the coverage of OLAs and third-party contracts in place
- Number of bypasses of the service
- Number and severity of service breaches
- Number of services with timely reports and active service reviews
- Number of SLAs
- Results from Customer Satisfaction Surveys
- Documentary evidence that issues raised at service and SLA reviews are being followed up and resolved
- Incidents against the service
Responsibilities
Service Level Manager is responsible for:
- Tasks
- Define, document, agree, monitor, measure, report and review the level of IT services provided
- Provide and improve relationship and communication with the business and customers
- Ensure that specific and measurable targets are developed for all IT services
- Monitor and improve customer satisfaction with the quality of service delivered
- Monitor service performance against SLAs
- Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
- Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
- Designing SLA frameworks
- Determine, document and agree requirements for new services and produce SLRs
- Review and revise underpinning agreements and service scope
- Produce service reports
- Conduct service reviews and instigate improvements within an overall SIP
- Personnel
- Leading and supporting the Service Level Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Service Level Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Design Manager (To ensure SLAs are managed in relation to the Service Level Management process description)
- To Service Owner (To improve all Service Level Management decisions)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Top Management grants authority to define the level of IT services provided.
- Service Design design tools and technology required to produce the SLAs.
- Service Design designs SLA Models with pre-defined activities. Any changes to these activities must be transitioned.
Resources
Internal resources
- The Service Level Manager has internal resources available as defined by the organization for process owners.
External resources
- The Service Level Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Problem management process.
Qualifications
It is expected that the Service Level Manager has the competence required to competently manage the Service Level Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Service Level Management ITILv3 process better so that expectations are continually met.
Advancement
As Service Level Manager you have the possibility to apply for positions as Service Design Manager and other key positions in the Service Design life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
