Service Level Manager (for External Client Management)
About this role
Key Responsibilities
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Service Level & Contract Support
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Act as a senior point of engagement with clients on Service Level Agreements (SLAs), supporting contract negotiations, responding to SLA-related queries, and managing requested amendments to standard contractual terms, including service credit discussions.
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Collaborate with technology teams, product owners, and client delivery managers to define and agree non-standard service levels and response times, ensuring they are operationally viable and clearly documented.
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Produce and maintain SLA reporting for clients, including system availability, incident performance, and service compliance metrics.
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Work closely with Sales and Legal to ensure SLA positions are clear, consistent, and defensible.
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