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Service Manager

Plans, implements and manages solution provision.

 

Mission

Manages the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs) contracts and Key Performance Indicators (KPIs). Negotiates contracts with the various business domains or customers.

Manages the staff who monitor, report and fulfil the SLAs.Takes mitigation action in case of non-fulfilment of agreements. Contributes to the development of the maintenance budget together with business/finance organisations.

 

Deliverables

Accountable for

Solution in Operation

Responsible for

Service Level Agreement

Solved Incident

Contributor for
Quality Plan
Technical Proposal

 

Main task(s)

  • Define Service requirements
  • Negotiate SLA / OLA
  • Manage solution operation
  • Provide service delivery

KPI area

Fulfillment of Service Levels

e-Competences for this profile

Level
Service Level Management
4
Service Delivery 3
Problem Management 4
Contract Management 4
Personnel Development 3
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EXIN International

Radboudkwartier 223
Radboudhof, floor 5 (Hoog Catharijne)
3511 CJ Utrecht
The Netherlands

 

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