Service Manager
Summary statement

Planning, implementation and management of 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 and in alignment with the Business IS Manager. Man 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
Responsible
Contributor
  • Solution in Operation

  • Service Level Agreement
  • Solved incident
  • Quality Performance Indicators
  • 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
  Dimension 2 Dimension 3
e-1 e-2 e-3 e-4 e-5
A.2. Service Level Management
Proficiency Levels
C.3. Service Delivery
Proficiency Levels
C.4. Problem Management
Proficiency Levels
D.8. Contract Management
Proficiency Levels
D.9. Personnel Development
Proficiency Levels