Service Line Manager
Core
Managing, monitoring, and improving service level performance across business services, suppliers, and internal delivery teams within a SIAM or multi-supplier operating model.
Role type
Service Line Manager (Service Level Management)
Builds
Service performance transparency, corrective actions for service level risks/breaches, and continual improvement of service outcomes.
Domain
IT Service Management (ITSM) / Managed Services
Deliverable
dashboards & analysis
Required skills
Service Level Management principles, ITIL practices, operational reporting, stakeholder management, analytical skills, ITSM tools proficiency, multi-supplier governance
Preferred skills
ITIL 4 Foundation certification, SIAM operating model experience, ServiceNow/Power BI expertise
Technologies
ServiceNow, Power BI, Excel, PowerPoint
Responsibilities
Manage day-to-day Service Level Management activities; define and maintain SLAs/OLAs/XLAs/KPIs; monitor service performance and coordinate corrective actions; prepare and validate service performance reports and governance packs; facilitate service level review meetings; investigate breaches and performance gaps; coordinate with suppliers on performance submissions and improvement plans.
Seniority
Mid-Senior, hands-on IC
