Service Level Management (SLM) Manager

Service Level Management (SLM) Manager

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.

 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