Service Level Manager (SLM) - US Hours

Job Title : Service Level Manager

Model: Remote

Purpose: The Service Level Manager (SLM) is responsible for providing a uniform and consistent approach to the management of escalations, ensuring that problems are resolved and issues are addressed at the appropriate level. As an IT Managed Service Provider (MSP), the SLM plays a pivotal role in escalation management, IC and caution process management, and quality control for the 1MSP support service desks.

Key Responsibilities:

1. Escalations Management:

• Manage the escalations process workflow.

• Ensure problems are resolved and issues are addressed at the appropriate level.

• Track the entire lifecycle of problem tickets and provide feedback to relevant Account Executives (AEs).

1. IC/Caution Process Management:

• Conduct weekly and monthly reviews with the SLM team and relevant AEs.

• Identify and discuss root causes for re-occurring RMM alerts or incidents.

• Develop action plans to mitigate re-occurring issues and remove clients from IC/Caution status.

1. Quality Control:

• Perform weekly telephone call screenings and maintain records of screenings.

• Review and track over breach quality reports and PSA quality checks.

• Monitor sentiment scores and escalate issues with low sentiment scores to the relevant support management team.

1. Meetings and Reviews:

• Conduct weekly SLM stand-up meetings to discuss burning issues, SOPs, IC/Caution progress, and general updates.

• Hold weekly problem management review sessions to identify focus areas and discuss findings.

• Schedule and lead monthly IC/Caution discussions with SA and US AE teams.

1. Communication and Collaboration:

• Utilize MS Teams escalation channels for critical clients requiring extra attention.

• Communicate updates to clients and relevant support teams via email, PSA updates, telephone, and MS Teams.

• Collaborate with various departments, including marketing, IT, and customer service, to ensure effective service delivery.

1. Systems and Tools:

• Use PSA, RMM for extracting weekly reports and identifying clients with re-occurring issues.

• Maintain and reference support-related SOPs and processes on SharePoint.

Qualifications:

• Proven experience in service level management or a similar role within an IT MSP environment.
• Strong understanding of escalation management processes and quality control measures.
• Excellent communication and collaboration skills.
• Proficiency in using PSA RMM, MS Teams, and SharePoint.
• Ability to analyze data, identify root causes, and develop effective action plans.
• Strong understanding and experience with RCAs complete life cycle ownership of the RCA process.