Service Manager

geplaatst in: Bedrijven, e-CF competenties, e-CF functies | 0


Summary statement

Plans, implements and manages solution provision.



Manages the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs) contracts and Key Performance Indicators (KPIs). Provides people management of staff monitoring, reporting and fulfilling service activities. Takes mitigation action in case of non-fulfilment of agreements.


Main task/s

  • Define Service requirements
  • Negotiate SLA / OLA
  • Manage solution operation
  • Provide service delivery
  • Maintain and contribute to the creation of the department budget
  • Manage staff development


IT Craftsmanship

Service Level Management

Negotiates revision of SLA’s, in accordance with the overall objectives. Ensures the achievement of planned results.

Service Delivery

Programmes the schedule of operational tasks. Manages costs and budget according to the internal procedures and external constraints. Identifies the optimum number of people required to resource the operational management of the IS infrastructure.

Problem Management

Provides leadership and is accountable for the entire problem management process. Schedules and ensures well trained human resources, tools, and diagnostic equipment are available to meet emergency incidents. Has depth of expertise to anticipate critical component failure and make provision for recovery with minimum downtime. Constructs escalation processes to ensure that appropriate resources can be applied to each incident.

Contract Management

Evaluates contract performance by monitoring performance indicators. Assures performance of the complete supply chain. Influences the terms of contract renewal.

Personnel Development

Monitors and addressees the development needs of individuals and teams.