What are the responsibilities and job description for the Service Level Manager position at Aloden Inc?
Job Title: Service Level Manager
Experience: 8 Years
Work Model: Work From Office (WFO)
Location: Houston, TX (7701 Wilshire Pl Dr, Houston, TX 77040)
Job Overview:
The Service Level Manager is responsible for monitoring and managing SLAs (Service Level Agreements) for external customers, ensuring compliance, reporting, and service quality. This role supports the sales team in defining SLAs for new and existing services while also collaborating with the Operational Delivery Manager during the service lifecycle.
Key Responsibilities:
Delivery Management:
- Serve as the point of contact for all service delivery-related concerns.
- Track, monitor, and revise SLAs to ensure compliance.
- Work with the Service Architect to define requirements, cost structures, and ongoing service operations.
- Develop operating agreements, processes, and service levels to align with business objectives.
Service Implementation:
- Oversee service production implementation, including investments, planning, processes, configuration, and testing.
- Work with Ops teams to evaluate SLA/OLA impacts and develop improvement plans.
- Ensure compliance with change and release management processes.
- Manage incidents and problem resolution, ensuring service restoration and long-term fixes.
- Monitor service costs and maintain control using the enterprise services cost model.
Technical Support:
- Understand functional and technical workflows to provide guidance to the technical team.
Internal Relationship Management:
- Act as the operational liaison between internal stakeholders and service teams.
- Be responsible for the operational lifecycle of services under your management.
Qualifications & Requirements:
- 8 years of experience in Service Level Management or IT Service Delivery.
- Strong experience in SLA management, incident resolution, and operational service improvement.
- Hands-on experience in service production monitoring and implementation.
- Strong understanding of ITIL frameworks, service cost models, and change management processes.
- Excellent communication and stakeholder management skills.
- Ability to analyze service performance and implement proactive improvements.
Job Type: Contract
Pay: $45.00 per hour
Shift:
- Day shift
Work Location: On the road
Salary : $45
