Service Level Manager (ITIL)

Role Purpose

The Service Level Manager is responsible for managing, monitoring, and continuously improving service performance against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and customer expectations. This role acts as a bridge between customers, service delivery teams, vendors, and internal stakeholders to help services remain aligned with business objectives, contractual commitments, and operational capabilities.

Key Responsibilities

• Define, review, and manage SLAs, OLAs, service commitments, and related service performance targets with customers and internal delivery teams.
• Monitor service performance against agreed targets, including availability, response time, resolution time, incident trends, service quality, and customer satisfaction.
• Prepare and present regular service level reports, performance dashboards, SLA attainment summaries, and service improvement updates to stakeholders.
• Identify service performance gaps, analyze root causes, and coordinate corrective actions with service owners, technical teams, vendors, and process owners.
• Facilitate service review meetings with customers and internal stakeholders, including discussion of SLA performance, risks, issues, continuous improvement items, and agreed actions.
• Support contract governance by tracking service obligations, reporting SLA breaches, coordinating remediation plans, and escalating risks when required.
• Collaborate with Incident, Problem, Change, Capacity, Availability, and Continual Improvement teams to improve service reliability and operational effectiveness.
• Maintain the service level management framework, including reporting standards, measurement definitions, service catalog alignment, and governance cadence.
• Manage customer expectations through clear communication, transparent reporting, and professional handling of service-related concerns or escalations.
• Drive continuous improvement initiatives to enhance service quality, reduce recurring issues, improve operational efficiency, and strengthen customer confidence.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.
• Minimum 5 years of experience in IT service management, service delivery management, service operations, or a similar role.
• Strong practical knowledge of ITIL practices, especially Service Level Management, Incident Management, Problem Management, Change Enablement, Service Reporting, and Continual Improvement.
• Experience managing SLAs, service performance metrics, service review meetings, and customer-facing service governance.
• Ability to interpret contractual service obligations and translate them into measurable operational targets and reporting requirements.
• Strong analytical skills with the ability to review service data, identify trends, highlight risks, and recommend improvement actions.
• Excellent stakeholder management, communication, negotiation, and presentation skills.
• Ability to work effectively with cross-functional teams, including technical support, operations, project management, vendors, and customer representatives.
• Strong documentation skills, including preparation of service reports, meeting minutes, action trackers, improvement plans, and executive summaries.
• Proficiency in Microsoft Office tools, reporting tools, and ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, or similar systems.

Preferred Qualifications

• ITIL Foundation certification; ITIL Managing Professional, ITIL Specialist, or equivalent certification is an advantage.
• Project management certification such as PMP, PRINCE2, or Agile-related certification is an advantage.
• Experience in managed services, outsourcing, SIAM, cloud operations, infrastructure services, application support, or enterprise service delivery environments.
• Experience working with senior customer stakeholders, service owners, vendors, and multi-supplier operating models.
• Knowledge of service improvement methodologies such as Lean, Six Sigma, or continual improvement frameworks.
• Experience creating dashboards, scorecards, KPI reports, and executive-level service review materials.

Preferred Technical Experience

• Demonstrated experience implementing automated SLA reporting and service performance dashboards using ServiceNow Performance Analytics, Power BI, and Power Automate.
• Ability to integrate data from ITSM, monitoring, and operational systems to produce near real-time service insights, executive scorecards, governance reports, and customer-facing service review materials.