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Sla Manager Jobs (NOW HIRING)

Qcells

Vendor SLA & Performance Manager

San Francisco, CA · On-site +1

$90K - $125K/yr

Description POSITION DESCRIPTION EnFin is seeking a Vendor SLA & Performance manager to own operational performance oversight across key execution vendors, including milestone review, servicing, and ...

Gem

SLA

Manhattan, NY · On-site

$18 - $21/hr

Communicate with all customers, staff and managers displaying respect and professionalism ... SLA Senior position:

Qcells

Vendor SLA & Performance Manager

Santa Clara, CA · On-site

$90K - $125K/yr

Description POSITION DESCRIPTION EnFin is seeking a Vendor SLA & Performance manager to own operational performance oversight across key execution vendors, including milestone review, servicing, and ...

Mission First

SLA Ticket Auditor

Columbia, MD · On-site

Description: The job duties of the SLA Ticket auditor are as follows: * Gather, process, and ... Work with the service delivery organization and service managers to manage performance against ...

Qcells

Vendor SLA & Performance Manager

Teaneck, NJ · On-site

$90K - $125K/yr

Description POSITION DESCRIPTION EnFin is seeking a Vendor SLA & Performance manager to own operational performance oversight across key execution vendors, including milestone review, servicing, and ...

Qcells

Vendor SLA & Performance Manager

Santa Clara, CA · On-site +1

$90K - $125K/yr

Description POSITION DESCRIPTION EnFin is seeking a Vendor SLA & Performance manager to own operational performance oversight across key execution vendors, including milestone review, servicing, and ...

Qcells

Vendor SLA & Performance Manager

Irvine, CA · On-site

$90K - $125K/yr

Description POSITION DESCRIPTION EnFin is seeking a Vendor SLA & Performance manager to own operational performance oversight across key execution vendors, including milestone review, servicing, and ...

Qcells

Vendor SLA & Performance Manager

Irvine, CA · On-site +1

$90K - $125K/yr

Description POSITION DESCRIPTION EnFin is seeking a Vendor SLA & Performance manager to own operational performance oversight across key execution vendors, including milestone review, servicing, and ...

Qcells

Vendor SLA & Performance Manager

Teaneck, NJ · On-site +1

$90K - $125K/yr

Description POSITION DESCRIPTION EnFin is seeking a Vendor SLA & Performance manager to own operational performance oversight across key execution vendors, including milestone review, servicing, and ...

SLA Worldwide

Kitchen Manager

Nashville, TN

$55K - $65K/yr

SLA is hiring a hands-on, high-performing Kitchen Manager to lead back-of-house operations at our busy airport location. This is a key leadership position responsible for food quality, kitchen team ...

Qcells

Vendor SLA & Performance Manager

San Francisco, CA · On-site

$90K - $125K/yr

Description POSITION DESCRIPTION EnFin is seeking a Vendor SLA & Performance manager to own operational performance oversight across key execution vendors, including milestone review, servicing, and ...

SLA Worldwide

Kitchen Manager

Nashville, TN · On-site

$55K - $65K/yr

SLA is hiring a hands-on, high-performing Kitchen Manager to lead back-of-house operations at our busy airport location. This is a key leadership position responsible for food quality, kitchen team ...

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Sla Manager information

How does an SLA Manager typically collaborate with technical and business teams to ensure service agreements are met?

An SLA Manager works closely with both technical teams (such as IT support, operations, and engineering) and business stakeholders to monitor, report on, and improve service delivery according to established Service Level Agreements (SLAs). This often involves facilitating regular meetings, reviewing performance metrics, and addressing any service issues proactively. Effective communication and negotiation skills are essential, as the role requires balancing technical capabilities with business expectations. SLA Managers also document processes and escalate unresolved issues to ensure continuous improvement and customer satisfaction.

What is the difference between Sla Manager vs Service Delivery Manager?

AspectSLA ManagerService Delivery Manager
Primary FocusManaging Service Level Agreements and ensuring contractual complianceOverseeing overall service delivery and client satisfaction
ResponsibilitiesMonitoring performance metrics, negotiating SLAs, reportingCoordinating teams, managing client relationships, improving service processes
Required SkillsContract management, performance analysis, communicationLeadership, project management, customer service
Work EnvironmentIT and service-based industries, contract-driven settingsIT, telecom, and managed services sectors

While both roles focus on service quality, the SLA Manager primarily manages contractual performance metrics, whereas the Service Delivery Manager oversees the entire service process and client satisfaction. Understanding these distinctions helps organizations assign the right responsibilities and find suitable candidates.

What are the key skills and qualifications needed to thrive as an SLA Manager, and why are they important?

To thrive as an SLA Manager, you need expertise in service level agreement management, IT service management practices, and a relevant degree such as in business or information technology. Proficiency with ITSM tools like ServiceNow or BMC Remedy and certifications such as ITIL are commonly required. Strong soft skills include negotiation, analytical thinking, and effective communication to manage client expectations and resolve service issues. These skills ensure that service delivery meets agreed standards, fosters client satisfaction, and drives continuous improvement in IT operations.

What are SLA Managers?

SLA Managers are professionals responsible for overseeing and ensuring that Service Level Agreements (SLAs) between service providers and clients are met. They monitor service performance, resolve issues related to service delivery, and work to continuously improve service quality. Their role includes analyzing data, preparing reports, coordinating with multiple departments, and communicating with clients to maintain satisfaction. SLA Managers are crucial in maintaining trust and accountability in business relationships.
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Sla Manager jobs near you
IT Service Desk Manager (Reporting & SLA Management)

IT Service Desk Manager (Reporting & SLA Management)

ThinkHire LLC

Raleigh, NC • Remote

$55K - $60K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

Service Desk Reporting & SLA Manager

Service Performance | SLA Governance | Operational Accountability

Position Summary

The Service Desk Reporting & SLA Manager is responsible for overseeing service desk performance measurement, SLA tracking, and operational reporting across one or more IT support campaigns. This role ensures leadership has clear, accurate, and timely visibility into service health, risks, and trends that impact campaign performance.

While this role does not manage people and carries minimal client-facing responsibility, it functions as the internal performance owner for assigned campaigns—partnering closely with IT Service Desk Managers (SDMs) who lead and manage the people delivering the work.

This position is ideal for candidates with experience in managed IT environments who are ready to operate at a campaign or service‐level accountability tier, without direct HR or client management responsibilities.

Key Responsibilities

Service Performance & SLA Governance

  • Own the tracking, interpretation, and communication of SLA and KPI performance for assigned service desk campaigns.
  • Maintain visibility into SLA health, backlog trends, ticket flow, escalation patterns, and volume fluctuations.
  • Ensure consistent application of SLA definitions, measurement rules, and reporting standards across campaigns.
  • Identify risks to SLA performance and communicate findings proactively to Service Desk leadership.

Reporting, Metrics & Insights

  • Produce recurring and ad hoc performance reports, dashboards, and scorecards for internal leadership.
  • Analyze trends to identify chronic issues, improvement opportunities, and operational inefficiencies.
  • Translate service desk data into clear, actionable insights for decision‐makers.
  • Support root cause analysis efforts by providing accurate historical and comparative data.

Campaign-Level Accountability (Non‐People Managing)

  • Serve as the internal point of accountability for campaign performance visibility, without direct ownership of personnel.
  • Partner with IT Service Desk Managers to align performance data with staffing models, schedules, and execution plans.
  • Validate quality, SLA, and productivity metrics used for performance reviews and incentive calculations.
  • Track follow‐through on agreed operational improvement actions.

Tools, Process & Standardization

  • Leverage ServiceNow or comparable ITSM platforms to extract, analyze, and validate service desk data.
  • Maintain standard reporting templates and dashboards to ensure consistency across campaigns.
  • Document metric definitions, reporting logic, and recurring processes.
  • Recommend improvements to reporting efficiency, automation, and data clarity.

Scope & Boundaries

  • No people management or HR responsibilities
  • Minimal to no direct client-facing interaction
  • No contract negotiation or financial ownership
  • Focused on internal campaign performance governance and visibility

Goals

  • Ensure accurate, transparent reporting of service desk performance.
  • Provide early identification of SLA and operational risks.
  • Enable SDMs and leadership to act decisively based on reliable data.
  • Support continuous service improvement across all assigned campaigns.

Qualifications

Required

  • 3–5 years of experience in service desk operations, IT service reporting, or managed services environments.
  • Experience working with SLAs, KPIs, and ITSM performance metrics.
  • Prior exposure to MSP or multi‐client support environments.
  • Strong analytical and problem‐solving skills.
  • Proficiency with Excel and reporting dashboards.
  • Clear written and verbal communication skills.

Preferred

  • Experience with ServiceNow or similar ITSM platforms.
  • Familiarity with ITIL concepts and service management practices.
  • Experience supporting multiple support teams or campaigns simultaneously.

Reports To

Vice President, Service Desk

Partners With

IT Service Desk Managers, QA, Training, Operations, and Performance Teams

Location

Remote

Position Type

Full-Time | Exempt

Company Description

As a decision maker in your organization, ThinkHire understands that the most important and sometimes the heaviest burden you have is creating and developing a leadership team around you to serve as your council, your executive think tank. We understand that you want to reserve those seats for only the most qualified and talented candidates who possess the knowledge, skills and experience you will not find through your Talent Acquisition department or your typical staffing firm. Our robust executive network and database spans across the globe and is comprised of the world’s foremost authorities in their professional field. Many of our candidates already serve as industry leaders in today’s corporate workforce, while we’ve identified others as brilliant “Up and Comers” exhibiting the intellectual aptitude and business acumen of tomorrow’s C-suite. It’s these highly valued and nurtured relationships that set ThinkHire apart from the common staffing firm.