Responsibilities

• Formulates and agrees with an appropriate Service Level Management structure for the organization, to include:
• • Service Level Agreement structure (e.g. Service based, Customer based or Multi -Level)
  • Operational Level Agreements with the Service Provider
  • Third Party Supplier / Contract Management relationships to the Service Level Management Process
  • Accommodating any existing Service Improvement Plans / Programs within the SLM process
• Negotiates and agrees with the Service Level Agreements with the Customer.
• Negotiates and agrees with the Operational Level Agreements with the Service Provider.
• Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services.
• Analyses and reviews Service Performance against the SLAs and OLAs.
• Organizes and maintains the regular Service Level review process with both the IT Customer and Service Provider which covers:
  • Review outstanding actions from previous Reviews;
  • Current Performance;
  • Reviews Service Levels and targets (where necessary);
  • Reviews underpinning agreements and OLAs as necessary
  • Agree with appropriate actions to maintain / improve Service Levels.
  • Initiates any actions required to maintain or improve Service Levels
• Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
• Acts as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
• Ensures that appropriate changes are assessed for their impact on service levels
• Carries out the Process Manager responsibilities for the Service Level Management process