Job Location: Available to work Hybrid, Raleigh, NC.
Job 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 SLA required for each business unit.
Key Responsibilities:
Continuous Improvement:
Skills Set:
Skill | Required /Desired | 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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