Defines, governs, and continuously improves the Service Level Management practice, ensuring service levels required by the business and its customers are clearly defined, agreed, measured, and met across internal teams and external vendors. Owns the end-to-end SLA lifecycle: establishing SLAs, OLAs, and underpinning contracts, chairing monthly service reviews, and holding vendors and third-party providers accountable for service quality.

Responsibilities

Define, document, and own the end-to-end Service Level Management practice in line with ITIL, including SLA/OLA framework, service-catalogue alignment, and service-level targets
Establish consistent SLA structure: priority/severity definitions, response and resolution targets, availability and performance measures across all services and OpCos
Maintain a central register of all SLAs, OLAs, and underpinning contracts, including owners, review dates, and current performance status
Plan, chair, and facilitate monthly service review meetings with internal teams and each vendor/3PP provider
Prepare monthly service-review packs: SLA performance vs. target, trends, breaches, root causes, remedial actions, improvement initiatives
Record and track decisions, actions, and commitments from reviews to closure; escalate persistent underperformance
Review vendor/supplier contracts to confirm service levels are explicitly defined, measurable, and aligned to requirements; close gaps where SLAs are missing or ambiguous
Ensure SLAs are backed by OLAs (internal) and underpinning contracts (external) for unbroken accountability
Partner with Procurement, Legal, and Vendor Management on SLA schedules, service credits, penalties, and renewals
Hold vendors/3PP providers accountable for service quality; operate SLA breach, penalty/service-credit, and remediation processes
Track each vendor's position on open and aged items across the multi-vendor environment
Drive Service Improvement Plans (SIPs) with underperforming vendors and verify sustained improvement
Produce SLA performance reports, dashboards, and KPIs (attainment, breaches, MTTR, availability, aged-incident view) for leadership
Identify trends and systemic issues; drive continuous improvement of services and the SLM practice itself
Support internal/external audits and regulatory requirements with SLA evidence and reporting
Act as primary point of contact for service-level matters across Infrastructure and Operations; translate technical performance data into executive-ready insight

Experience and education

Bachelor's degree or national diploma in IT, Computer Science, Information Systems, or related field
ITIL Foundation certification (v3 or v4) essential; ITIL Service Level Management/Service Design/Supplier Management advantageous
5–7 years in an IT Service Management environment, with at least 3 years focused on Service Level Management and/or vendor performance management
Demonstrated experience defining/governing SLAs, OLAs, underpinning contracts, and chairing monthly service reviews
Experience managing multi-vendor/3PP service delivery and holding suppliers accountable to contractual service levels
Hands-on experience with an enterprise ITSM toolset (ServiceNow, BMC Remedy, or Jira Service Management)
Advantageous: fintech, telecommunications, banking, or other regulated, high-availability environment experience