Service Level Agreement Manager

5 days ago


Raleigh, North Carolina, United States Abacus Service Corporation Full time
About the Role

We are seeking an experienced Service Level Agreement Manager to oversee the delivery of all SLAs for information technology services across the organization. This includes developing, managing, and administering service management best practices.

This role is essential for ensuring that our service delivery meets agreed-upon standards and drives continuous improvement. The successful candidate will have a strong background in writing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), creating company-wide policies, and improving performance metrics.

Key Responsibilities
  • In collaboration with business leaders, senior management, and stakeholders, plan and establish SLAs that support business goals for the entire IT services portfolio throughout the enterprise.
  • Develop and implement policies to ensure DIT and other State agencies adherence to service standards and regulatory requirements.
  • Monitor service performance against SLAs and OLAs, and report on compliance and areas for improvement.
  • Maintain detailed documentation of SLAs, OLAs, policies, and process improvements.
Requirements
  • Bachelor's degree in Business Administration, Information Technology, or a related field.
  • Proven experience in writing SLAs and OLAs.
  • Strong background in process improvement and performance metric enhancement.
  • Excellent problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
Salary & Benefits

The estimated salary for this role is $85,000 per year, based on industry standards and the company's location.

The Abacus Service Corporation offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.



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