Service Level Manager

Location

Philippines

Overview

Responsible for ensuring that application support services are delivered in line with agreed SLAs. Manages service performance, drives continuous improvement, and acts as the main point of contact for service-related matters. Collaborates with technical and business teams to monitor, forecast, and optimize service quality. Ensures alignment with ITSM processes and supports governance of application support operations.

Responsibilities

• Engage in daily collaboration and communication with customers.
• Maintain daily collaboration with the support team.
• Handle escalation management by addressing complex issues and coordinating with relevant teams.
• Review, monitor and manage the results of OPS KPIs defined per service.
• Define and negotiate OPS KPIs if missing or need to be adjusted.
• Initiate, define, lead, and prioritize process improvements.
• Pro...