Service Level Manager

Position Title: Service Level Manager

Reports to: Vendor Governance & Assurance Manager

Summary of Role:

The role of the Service Level Manager has the functional oversight for all aspects of defining and managing service metrics. They will act as the functional expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLAs), and proactively manage target delivery in alignment with the performance expectations of the organisation. The Service Level Manager will utilise operational performance data to characterise opportunities for improvement, and works in partnership with Service Provider(s) and the Vendor Governance & Assurance Manager, Vendor Service Performance, Business Relationship, Vendor Financial Governance and operational teams to drive process optimisation and efficiency. The role of the Service Level Manager is to develop and evolve the management of the IT Sourcing contractual SLAs. The Service Level Manager develops associated practices, procedures, tools and other applications associated with the delivery of the services by the Service Provider(s). The Service Level Manager will also review, and report to company on the Service Provider(s) performance and with the Service Provider(s) will develop and manage the Service Provider(s) Scorecard process to certify aggregate Service Provider(s) delivery performance. The Service Level Manager will ensure that as the relationship with the Service Provider(s) matures that their focus will be on working with the Service Provider(s) to resolve escalated service delivery incidents and problems and to refresh SLAs over the life of the contract and monitor the SLAs such that they are maintained and continually improved.

Principal Accountabilities:

Facilitate team and Service Provider(s) compliance with the agreement
Support and follow defined SIAM Governance decision rights, standards and practices
Manage critical operational issues that cross organisational boundaries
To own and be responsible for Service Provider(s) governance and assurance, and to act as chairperson for the monthly governance forum Accountable for the Governance, Risk and Compliance processes as they relate to sourced services.
Conducts working sessions with Process Owners, and Service Transition Team to determine Service Provider(s) SLAs and business requirements
Coordinates with the Service Provider(s) and works with Business Relationship Managers and Process Owners to develop target performance goals or process KPIs during transition phase of a new service
Is involved in ongoing Service Provider(s) performance monitoring and management.
Demonstrates valid comparisons of cost, and quality between internal baseline and external provision of the same services to assist with future sourcing strategies
Acts as point of escalation for any service level related issues
Maintains database of outsourcing initiatives, including project financials, performance metrics
Accountability around all aspects of Service Provider(s) Performance Management, including problem escalation and SLA management
Manages monthly consolidation, review and reporting of Service Provider(s) performance
Provides early warning to client management regarding degrading or missed service levels
Is a key member and contributor to regular service reviews to manage and audit Service Provider(s) performance and productivity relative to Service Level Agreements
Is responsible for conducting periodic working sessions with IT process owners to review business requirements and SLAs Track escalated performance issues and disputes with Service Providers
Work closely with the Vendor Financial Governance team for all Service Provider(s) billing and invoices including decisions around short pay, credits and charge backs
They will Interface with the Vendor Financial Governance team to analyse performance outcomes for Performance Credits/Earn backs
Monitor the client's and Service Provider(s) compliance with reports and critical deliverables
They will be responsible for defining and implementing service level reporting for all new Statements of Work
Manage relationships with internal and external stakeholders, the business and Service Provider(s) ensuring a streamlined and effective engagement process and that any requirements are met. Incorporating client feedback into Vendor Service performance reporting
Tracking performance issues and corrective measures where implemented

Principle Challenges:

Provide effective support for the Vendor Governance & Assurance Manager and leadership with the Service Provider(s) to design and maintain Service Performance Management processes (including standardised systemic tooling and reporting)
Ensure the Service Provider(s) performs the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of the agreement
Ensure business and operational viability of service levels
Works closely with the Service Transition team post implementation to identify process improvement opportunities and track results
Drive the Service Provider(s) continual improvement processes ensuring that company obtain the anticipated value and benefits from the relationships and associated contracts.

Output & Results:

Actively participate in the creation and maintenance of the Vendor Governancetracks Service Provider performance and ensures business viability of service levels
In conjunction with the Service Provider(s), prepares presentations for the steering committee and other executive leadership groups
Develop strong relationships with the IT community to allow maximum value to be achieved from Service Provider(s) relationships.
Coordinates with Service Provider(s) and works with Vendor Service Performance Management and Process Owners to develop target performance goals or process KPIs during transition phase and into steady state

Job Environment:

Create an environment that values employees and encourages cooperation, open communication and teamwork
Ensure team supports and helps to achieve company's Transformation

Relevant experience and qualifications required:

10+ years of progressive leadership experience of increasing complexity, including management of a highly matrixed organizations
Proven executive experience in implementing and managing IT delivery teams
Experienced with service integration within a sourced multi-provider environment
Experience in business systems and process planning
Experience of indirect management - managing by influence as opposed to positional authority Bachelor's Degree and required skillsets

Professional Competency Level

Good negotiation, influencing and problem resolution skills
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms
Ability to present ideas in business-friendly and user-friendly language
Good facilitation skills
Excellent interpersonal skills
Self-motivated and directed
Strong client service orientation
Team-oriented, collaborative leadership skills
Demonstrated ability to lead by example
Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes
Collaboration and partnering skills
Ability to be firm, but fair, to achieve contracted deliverables and obligations

Technical Competency Level
Knowledge with and experience using ITIL and ISO 20000 frameworks
Experience with and knowledge of IT outsourcing activities in a managed services environment
Proven knowledge of all aspects of the IT functional areas Knowledge of business environment, service requirements and culture
It is a given that all role-holders will be strong role models of the company

Behaviours:
Building Communities
Demonstrating Transparency
Taking Accountability
Driving Commerciality
Enabling Performance
Focusing on the Future
Valuing Professionalism