Service Level Management (SLM) Manager
Requirements
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.
Benefits
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