SERVICE LEVEL MANAGER

Virtual Weekend Hiring Drive | 4th July

Looking for your next career opportunity? Join our Virtual Weekend Hiring Drive on 4th July and explore exciting opportunities with us.

Please find the Job Description below. If your skills and experience match the requirement, we'd love to connect with you!

Interview Date: 4th July

Mode: Virtual

Job Description:

The Service Level Manager (SLM) is responsible for managing, monitoring, analyzing, and reporting on contractual Service Level Agreements (SLAs), Customer Service Levels (CSLs), and key operational metrics. The role ensures SLA & CSL compliance, manages governance reporting, coordinates with internal and external stakeholders, supports audits, and drives continuous improvement in service performance.

This role interfaces with Service Delivery Managers, Process Owners, Incident/Problem Management teams, Knowledge Management, and Volvo Governance stakeholders.

Key Responsibilities

Metrics Management & Reporting

Defining, Managing, Governing & Improving the Service Level Management Process

Ensure that the Service Level Management process and working practices are effective and efficient

Ensure that (business) management is sufficiently informed as to the volume, impact and cost of SLAs, OLAs and UCs

Ensure tight linkage between the Service Level Management process and other related processes

Ensure that the customers current and future Service requirements are identified, understood and documented in SLAs and SLRs

Negotiate and agree on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs

Ensure that targets agreed to within Underpinning Contracts are aligned with SLA and SLR targets

Ensure that Service Performance Reviews are regularly performed, and any required actions are performed

Ensure that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers