Service Level Manager

19 hours ago

Taguig, National Capital Region, Philippines Jade Solutions and Management Services Full time $90,000 - $120,000 per year

- Define, document, and manage SLAs and OLAs with business and technical stakeholders
- Lead regular SLA review meetings with business units and vendors. - Oversee capacity planning to ensure service scalability and performance
- Maintain accurate Configuration Management Database (CMDB)
- Ensure regular review and update of SLAs, OLAs, and underpinning contracts. - Ensure services meet regulatory, SOX, ISO 20000, and 27001 compliance requirements
- Maintain audit-ready documentation and controls for service delivery. - Support the Head of Service Excellence in aligning service delivery with overall IT strategy
- Participate in budgeting, capacity planning, and strategic reviews for service operations. - Provide functional leadership to customer-facing IT groups such as Helpdesk and Field Support
- Align matrixed team goals with service performance objectives
- Ensure customer experience is prioritized. - Act as the bridge between business units and service delivery teams
- Facilitate discussions to align IT services with business needs and expectations. - Proactively identify service delivery risks related to performance, availability, compliance, and vendor dependencies
- Maintain a risk register and work with concerned teams to develop mitigation plans. - Monitor and report service levels across IT functions
- Ensure consistent achievement of SLAs and KPIs
- Analyze service performance metrics to identify improvement areas. - Collaborate with INM/PRM Leads to ensure proactive management of recurring issues
- Identify trends from major incidents and ensure appropriate follow-up and closure. - Manage vendor service performance and enforce contractual obligations
- Conduct quarterly service reviews and risk assessments
- Support contract renewals based on SLA attainment and performance. - Manage onboarding and offboarding of services and vendors into the operational environment
- Ensure operational readiness during service transitions and transformation programs. - Drive CSI initiatives across service teams using data insights
- Lead root cause analysis efforts and service optimization projects. - Mentor and guide service coordinators and support staff
- Ensure cross-training, succession planning, and performance management.

- Bachelor's degree in Computer Science, IT, Engineering, or related field
years of experience in IT service delivery or service management
- Strong experience in leading and scaling service delivery operations in a complex organization - ITIL v3 or v4 (Intermediate or Expert preferred)
- ISO 20000 / 27001 awareness or implementation experience
- PMP, COBIT, or DevOps certifications (a plus) - Excellent communication, stakeholder management, and team leadership skills
- Strong analytical thinking and data-driven decision-making
- Deep understanding of SLAs, OLAs, Underpinning Contracts, ITSM, vendor management, and IT operations best practices

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