Job Description

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:

• 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 DIT 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 levels

Requirements

Skills Set:

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