Role : The Service Level Manager is responsible for the quality and integrity of the Service Level Management process. He / she is the interface to the customer and to the other process managers to formulate and agree an appropriate Service Level Management structure for the account, in line with contractual requirement.
Responsibilities : Negotiates and agrees Service Level Agreements with the CustomerSupport SLA owning competencies to Negotiates and agrees the Operational Level Agreements with the Service Provider as and when required.
Responsible for Providing Service Level Reports to the client post internal reviews and approvals.Ensuring regular review of SLA performance with client as per agreed frequency.
Responsible for Establishing Modifying or Deleting a Service Level as per requirement from client or otherwise in line with contracted parameters.
Responsible for Validating Service Level Defaults.Responsible for Service Level Credit Management like penalty, Earnback or bonus discussion.
Analyses and reviews Service Performance against the SLAs. Ensures that service level breaches are analyzed and SIP to ensure no repeat breach.
Identify potential breaches and Initiates corrective action.Insures that drill down analysis is performed where necessary to identify root causes of negative trends.