Service Level Management (SLM) ManagerRequirementsThe role of Service Level Manager is to ensure the goals of the Service Level Management process areachieved. The main goal is to ensure that the levels of IT service delivery are achieved, both forexisting and new services in accordance with the agreed targets.Benefits Define, document, agree, monitor, measure, report and review the level of IT servicesprovided Provide and improve relationship and communication with the business and customers Ensure that specific and measurable targets are developed for all IT services Monitor and improve customer satisfaction with the quality of service delivered Monitor service performance against SLAs Ensure that IT and the customers have a clear and unambiguous expectation of the level ofservice to be delivered Ensure that proactive measures to improve the levels of service delivered are implementedwherever it is cost-justifiable to do so Designing SLA frameworks Determine, document and agree requirements for new services and produce SLRs Review and revise underpinning agreements and service scope Produce service reports Conduct service reviews and instigate improvements within an overall SIP
