Role Overview
You will own the end-to-end health of our service commitments, monitoring performance against Service Level Agreements and making sure every underlying operational agreement supports the targets we promise our customers. On a daily basis, you will track metrics, investigate breaches, and work with delivery teams to keep services on track. This role is central to protecting both customer trust and the business’s ability to convert reliable technology into measurable value.
Key Responsibilities
- Monitor and report on SLA attainment across all supported services, flagging risks before they become breaches.
- Define, document, and maintain Service Level Agreements, Operational Level Agreements, and Underpinning Contracts to ensure alignment with business expectations.
- Coordinate with internal support teams to resolve service level breaches and implement corrective actions.
- Run regular service performance reviews with stakeholders, translating performance data into clear recommendations.
- Ensure all ITSM processes—including incident, problem, and change management—operate within agreed service level targets.
- Collaborate with product and technology teams to identify opportunities where service improvements can unlock new business or customer value.
- Maintain an accurate service catalogue and keep all contractual documentation updated with current targets and owners.
Requirements & Qualifications
- At least 3–5 years of experience in IT service management or a dedicated service level management role.
- Strong working knowledge of ITIL frameworks and service management best practices.
- Hands-on experience with service monitoring and reporting tools (e.g., ServiceNow, Jira, or similar platforms).
- Proven ability to analyze performance trends, identify root causes of breaches, and drive improvement plans.
- Excellent communication and stakeholder management skills, with the ability to challenge and influence at multiple levels.
- Relevant certification such as ITIL Foundation or higher is strongly preferred.
- A degree in information technology, computer science, or a related field is typically expected.
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