Service Level Manager - L2

The Service Level Manager (L2) is responsible for managing and maintaining the agreed service levels between IT service providers and business units. This role ensures that all services are delivered according to contractual obligations and internal service agreements, driving continuous improvement in service quality and customer satisfaction.

Define, negotiate, and agree on service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs) with customers and internal teams.

Monitor service performance against agreed SLAs and KPIs, ensuring timely reporting and escalation of any issues.

Act as the primary point of contact for all service level-related activities and communications.

Collaborate with service delivery teams, incident and problem managers to resolve service issues and improve service reliability.

Analyze trends and service performance data to identify areas for improvement and recommend corrective actions.

Facilitate regular service review meetings with stakeholders and present performance reports.

Drive continuous service improvement initiatives and contribute to the IT Service Management (ITSM) framework.

Support the development and maintenance of service management policies, procedures, and documentation.

Manage customer expectations and ensure that service delivery aligns with business needs.

Assist in capacity planning, change management, and risk management as related to service levels.