Service Level Manager in GB-Remote

Section 2 – Purpose of Job

• The Service Level Manager (SLM) will establish a Service Level Management Framework and lead the
• Service Level Management Function within the SIAM team in EBRD.
• The SLM will be accountable for defining, documenting, agreeing, monitoring, measuring, reporting and
• reviewing the level of IT services that are being provided, to make sure that the service levels and targets
• which are set are precise, assessable and achievable and support Business Service Level requirements.
• The SLM will provide Subject Matter Expertise (SME), governance and assurance of Service Levels, incl.
• Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) across the EBRD Ecosystem, with
• internal IT support teams, service management processes, Supply Partners & Third Party Vendors to
• ensure contracts, agreements, service & operational level targets support the end to end business service
• levels. Driving any underperformance or areas for improvement through Continual Service Improvement.
• Working alongside the SIAM Service Performance Analysts & IT Service Reporting Analysts, you will be
• responsible for helping define and convert SLAs & OLAs into a formula that can be configured, reported
• and measured from tool to enable EBRD SIAM team and wider ecosystem to accurately measure and
• validate IT Service performance achievement in line with business expectations.

Section 3 – Accountabilities & Responsibilities

The prime responsibilities for this role are:

• Establish Service Level Management Framework in EBRD which includes definitions, documentation,reporting and governance
• Map out EBRD Business Service Levels (end to end service levels), starting with Business Services, Service Provider (internal or supplier), SLAs/ OLAs/UCs
• Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the organization
• Conduct a review & impact assessment of existing services, service agreements/contracts to ensure end to end Business Service Levels aren’t at risk.
• Work with Service Design & Technology (SD&T), Project teams, Procurement, Commercial Vendor Mgmt.& Supply Partners to ensure Contracts & UCs support Business Service Level requirements
• Convert existing /agreed SLAs & UCs into report condition formula to enable SLA and/or report configuration in Service Now, which may require negotiating & buy-in re defining SLA conditions
• Negotiate, get buy-in to define, maintain & measure OLAs within EBRD Eco-system (internal IT
• Technical Teams, ITSM Processes and Supply Partners)
• Build reports and dashboards to measure SLAs/OLAs/UCs performance and make service level reporting available for use by all relevant stakeholders across Ecosystem
• Accountable for service performance governance, oversight and improvement of the Ecosystem to help ensure EBRD maintains the levels of service & achieves EBRD business outcomes.
• Accountable for ensuring a coordinated approach to managing the Ecosystem performance, through
• defining, documenting & integrating Service Level Management governance standards across EBRD

• Responsible for overseeing the reporting of SLAs, OLAs, UCs, KRIs etc., conducting regular reviews of performance levels & trends & provides intervention if any are at risk.
• Supports SIAM in owning the service performance relationship with EBRD Supply Partners and
• creates a culture of sharing & learning across the Ecosystem (Internal IT teams & multiple suppliers)
• Contributes to Service Reviews, Continual Service Improvement meetings & Service Performance &
• Governance forums with in-house IT support teams, SLT, Suppliers or IT processes to measure &
• track achievement against service performance metrics.
• Accountable for managing any Ecosystem underperformance or areas for improvement through
• Continual Service Improvement (CSI) procedures and managing through to remediation.
• Working with our commercial, technical, service & risk teams to identify omissions, errors or improvements in SLA, OLA’s & Contracts for Supply Partners and Internal teams.
• Accountable for defining and establishing a standard reporting approach for Service Level
• Management and for helping produce relevant report materials

Section 4 – Knowledge, Skills, Experience & Qualifications

• Must be proficient across ITIL processes and ITIL accredited to at least version 3 Practitioner level
• Must have extensive experience in Service Level Management - min 3yrs experience, ideally having previously implemented SLM or at least executed SLM process within a multi-tier SIAM model Proven Track record of both the introduction of new Service Level Management process and ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans Significant experience of configuring Service Level Management in ITSM system, Service Now
• Excellent interpersonal and influencing skills and be able to build & maintain effective relationships with suppliers and internal customers.
• Must be proficient in chairing IT Svc Performance /SLM Governance meetings– min 2yrs experience.
• Must be able to work on own initiative and make decisions.
• Must have strong organisational skills and be able to multi-task.
• Must have excellent communication skills (written and verbal) and able to communicate effectively at all levels both internally and externally.
• Should be able to manage conflict and negotiate successful outcomes.
• Should have good analytical and reporting skills and be proficient in reporting from Service Now
• Should have experience producing service governance artefacts e.g. report packs, scorecards etc.

Section 5 – Challenges

• EBRD requires the initiation & establishment of SLM Process and governance across EBRD Ecosystem.
• The role deals with various service providers; Internal IT support teams, ITSM Processes and multiple suppliers, which includes various levels of service metrics, SLAs, OLAs, KPIs, underpinning Contracts etc.
• The challenge is defining, establishing, structuring, managing, and maintaining a SLM framework that effectively measures and tracks IT service performance across the Ecosystem in a standard, consistent manner that drives stability, quality, efficiency and effectiveness, in line with ITIL best practice to help ensure EBRD maintains the levels of service to our business and customers.
• Driving any underperformance or areas for improvement through Continual Service Improvement.

Rangam Consultants is a minority, women-owned, disability workforce solutions global organization. Specialized in attracting and retaining talents globally for a rewarding career in IT, Engineering, Scientific, Clinical, Healthcare, Administrative, Finance, Business Management, and many more, while integrating veterans and individuals with disabilities into the workforce. Indeed, we connect career aspirants to relevant job opportunities, be it jobs in USA, UK, India, or Ireland. Also remote jobs, work-from-home jobs, or contract jobs in different verticals and industries.
Rangam strives to put job seekers first, giving them free access to search for jobs, post resumes, and research companies.Every day, we connect millions of people to new opportunities.