Service Level Management
Plan, monitor and manage service provisions for the achievement of agreed service level targets
Type
Functional
Competency Area
Stakeholder and Contract Management
Levels
Formulate directions and strategies to maximise organisation's potential
Monitor service delivery performance metrics
Interpret customer satisfaction data and information according to defined performance metrics
Assess gaps in service delivery against agreed service levels and performance metrics Prepare service reports on performance and breaches of SLAs
Identify issues in service delivery or potential breaches of SLA
Resolve issues or breaches of SLAs as per guidelines
Provide support on service delivery and SLA maintenance to key stakeholders
Suggest actions for service recovery or improvement of service levels
Drive alignment between organisational strategies and vision, mission and values
Develop operational plans to deliver on requirements of SLAs
Evaluate service delivery performance against agreed SLA requirements
Analyse customer satisfaction data and information in relation to service delivery
Evaluate service performance metrics to proactively identify potential issues or breaches of SLAs
Communicate potential or actual breaches to key stakeholders
Investigate issues in service delivery
Assess service achievements to support preparation for service reviews
Implement actions for service recovery or improvement of service levels
Negotiate SLAs
Negotiate service level requirements and manage contracts
Develop relationships with service providers and customers
Spearhead implementation of service management framework
Establish measures and controls to achieve desired service levels
Create processes and procedures to enable the regular monitoring of service performance
Lead service recovery initiatives and engagements with key stakeholders
Devise roadmaps for process improvement to enhance service levels
Conduct service reviews with service providers and customers
Evaluate QoS and SLAs and propose changes to services or service levels in alignment with the organisation’s SLA strategy
Harmonise alignment of SLA with all concerned
Lead formulation of service level requirements in line with business and technical requirements
Harmonise alignment of SLAs to organisational objectives
Anticipate impact of trends and regulations on SLAs
Build strategic networks and partnerships with critical stakeholders, service providers and customers
Establish service management framework for the organisation
Drive organisational excellence in service delivery and service level management
Oversee implementation and design of organisational policies and processes to ensure service continuity
Design organisational service recovery framework and policies