Service Level Manager (SLM) - Remote

Overview

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.

In Short

• 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).
• 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.
• Perform weekly telephone call screenings and maintain records of screenings.
• Monitor sentiment scores and escalate issues with low sentiment scores.
• Utilize MS Teams escalation channels for critical clients.
• Collaborate with various departments to ensure effective service delivery.

Requirements

• 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 and develop effective action plans.
• Strong understanding and experience with RCAs.

Benefits

• Opportunity to work in a remote environment.
• Engagement with various departments and teams.
• Involvement in quality control and service improvement initiatives.