Back Service Manager

Tools, methods, and certifications

What he/she does Service Manager

Ensures that IT services are available, secure, and functioning according to the SLA and for a reasonable price.

Description of role and its outputs

Service Manager defines, monitors, and reports the quality of IT services.

Job description

Service Manager takes care of the functioning and improvement of IT services towards the business and the provider; prepares and checks the adherence to SLA's.

Work outputs

Definition of service quality (SLA), reports

KPI's

Full SLA compliance

Who does he work with

Team leader, CIO, technical process manager