Service Level Manager

Role & responsibilities

SLA Tracking & Performance Measurement

• Track and measure SLA performance across all in-scope infrastructure services: response times, resolution times, availability targets, first-contact resolution, and other contractual metrics.
• Maintain SLA definitions, measurement methodologies, data collection processes, and reporting calendars in alignment with the ISOW and Client ITSM standards.
• Identify SLA risks, near-misses, and breaches proactively; escalate to the appropriate operational or governance lead with supporting analysis and recommended remediation actions.
• Track Operational Level Agreements (OLAs) and underpinning contracts (UCs) as relevant to in-scope service performance.
• Validate SLA data accuracy across ServiceNow and other source systems; identify and remediate measurement gaps.

Governance Reporting & Service Reviews

• Produce accurate and timely service level reports for operational and governance reviews: SLA attainment, breach analysis, exception summaries, trend data, and improvement actions.
• Prepare service review dashboards, executive summaries, and performance exception reports; support the facilitation of monthly and quarterly service review meetings.
• Collaborate with Incident, Problem, Change, Availability & Capacity, and Release Management teams to gather and validate performance data for governance reporting.
• Coordinate with Client retained teams on service level definitions, reporting format alignment, and governance calendar scheduling.
• Document and track service improvement actions arising from governance reviews through to closure.

Continuous Improvement & Framework Maintenance

• Maintain and improve the service level management framework: SLA definitions, exception handling procedures, review cadence, and escalation protocols.
• Support service improvement initiatives by providing performance trend data, benchmarking inputs, and SLA attainment analysis.
• Identify reporting automation opportunities to improve dashboard accuracy and reduce manual data preparation effort.
• Provide analysis of OLA and service performance to inform governance discussions on scope, resourcing, and process improvement.

Preferred candidate profile

• ITIL Practitioner or Service Design certification.
• Experience defining, negotiating, and structuring SLA frameworks in complex multi-tower managed services contracts.
• Familiarity with healthcare IT SLA requirements and availability commitments for clinical-adjacent infrastructure.
• Track record of supporting governance forums with insight-driven service performance reporting that drives measurable improvement.
• Experience with OLA and underpinning contract management in outsourced or co-sourced delivery models.
• Exposure to automated SLA monitoring, real-time dashboard tooling, and AI-assisted performance anomaly detection.