Service Level Manager

Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Proven experience in writing SLAs and OLAs.
• Experience in creating and implementing company-wide policies to improve service excellence.
• Strong background in process improvement and performance metric enhancement.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Certification in ITIL or similar is a plus

Job Summary: 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 crucial in ensuring that our service delivery meets the agreed-upon standards and continuously improves.

Key Responsibilities:

• 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.