Service Level Manager
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| Job Type | Permanent |
| Area | Homebased, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | LH10424 |
- Description
Salary: £50,000 to £60,000
The service level manager role is responsible and accountable for the service level management practice (ITILv4). The service level manager provides governance of the service to ensure that service level agreements are met or exceeded. They provide monitoring and reporting of service levels for the service provided to customers aligned to contractual obligations and compliance standards. They are responsible for the identification of service requirements engaging appropriate departments (Problem, Continual Service Improvement or Service Transition) when required for new services or major changes required to the service ensuring compliance. They are responsible for the acceptance of services through identification of service acceptance criteria and sign-off from the transition of services and management of the customer agreement portfolio.
Duties and Responsibilities:
· Overall accountability for Service Level Management Practice (ITILv4) and associated reporting
· Responsible for generation of Service Level reports (monthly or when required)
· Responsible for governance of the SLA of incidents (Response breach, resolution breach and availability)
· Responsible for ensuring that billing meets contract detail and losses as analysed and offset where possible
· To ensure compliance to ISO standards, specifically ISO:13485, 9001, 20001, 27001 for service level management
· Responsible for identification of the service acceptance criteria for new services and existing services
· Responsible for engagement with service transition for the onboarding of new services, customers and suppliers following service transition practice aligned to service level management practice
· Utilise information gathered from data analysis and breach trending to identify areas for continuous business improvement
· Management of CCNs and alignment to SLAs
· Completion of Bid proposals
The post holder must have knowledge / experience of:
· Strong relationship building, influencing and negotiating skills
· Problem solving techniques
· Ability to collaborate with staff at all levels to work either as part of a team or independently as required by the task at hand
· Good documentation skills
· Strong written & verbal communication and interpersonal skills
· Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
Job Title: Service Level Manager
Location: Home based
Salary: £50,000 to £60,000
Job Type: Permanent
Job Reference: LH10424
Wilde Associates is working in the capacity of an employment agency for this role
