Service Level Manager (Manager)

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• Develop and maintain strong working relationships with key internal and external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.

• Negotiate, agree, design, manage and maintain SLA's and associated credit structures as required.

• Negotiate, agree, design, manage and maintain Operational Level Agreements (OLA's) or Operational Service Protocols (OSP's) as required. 

• Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary. 

• Develop and manage Corrective Action Plans with Service Providers,  as necessary. 

• Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes. 

• Responsible for Daily Service Review, Weekly Service Review and Monthly Service Review processes, ensuring they are run effectively.

• Accountable for all aspects of Service Provider(s) Performance Management. Tracks escalated performance issues and disputes with Service Providers.

• Drive the Service Provider(s) continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts.

• Communicates to stakeholders, including high management, of any major incident or problem affecting service availability