ZipRecruiter

Log In

1

Sla Manager Jobs in Minnesota (NOW HIRING)

Optomec, Inc

Support Manager

Saint Paul, MN · On-site

Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor ... Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates ...

Optomec Inc

Support Manager

Saint Paul, MN · Remote

Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor ... Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates ...

Vertin

Service Desk Lead

Edina, MN · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

Vertin Co

Service Desk Lead

Edina, MN · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

Vertin

Service Desk Lead

Edina, MN · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

Reliable Premium Management

Be Seen First

Customer Success Support Manager

Waite Park, MN · On-site

$65K - $73K/yr

SLA performance on offshore-processed work (renewals, carrier switches, endorsements, payroll ... Flexibility and trust to manage your work * A unique, people-centered culture rooted in ownership ...

CYNET SYSTEMS

Mainframe Lead

Minneapolis, MN · On-site

$50 - $55/hr

Ensure adherence to SLA, KPI, quality standards, and delivery commitments. * Manage project risks, dependencies, issues, and mitigation plans. * Provide regular delivery status updates to ...

Entrust Corp.

Cloud Technical Program Manager

Shakopee, MN · On-site

$137K - $178K/yr

Provide regular executive reporting on platform health, SLA performance, incidents, risks, and ... Experience managing global/multi-region cloud platform expansions * Familiarity with FinOps ...

EOS

Data Center Operations Manager

Rosemount, MN

Present operational performance, SLA results, capacity planning, risks, and continuous improvement ... Manage operational budgets, labor forecasting, overtime, resource utilization, and productivity.

next page

Showing results 1-20

All JobsSla JobsSla Manager JobsSla Manager Jobs in Minnesota

Sla Manager information

What is an SLA manager?

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.

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 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 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 popular job titles related to Sla Manager jobs in Minnesota?

For Sla Manager jobs in Minnesota, the most frequently searched job titles are:

What job categories do people searching Sla Manager jobs in Minnesota look for?

The top searched job categories for Sla Manager jobs in Minnesota are:

What cities in Minnesota are hiring for Sla Manager jobs?

Cities in Minnesota with the most Sla Manager job openings:

Sla Manager jobs near you
Infographic showing various Sla Manager job openings in Minnesota as of August 2026, with employment types broken down into 85% Full Time, 12% Part Time, 2% Contract, and 1% Nights. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution.

Support Manager

Saint Paul, MN • On-site

Optomec, Inc
See more jobs at Optomec, Incexternal

Full-time

Re-posted yesterday

Job description

Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.
Key Responsibilities:
  • Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
  • Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.
  • Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
  • Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.
  • Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
  • Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
  • Oversee parts inventory and vendor relationships; coordinate "waiting on parts" workflows and vendor SLAs.
  • Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
  • Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
  • Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.

Requirements
Required Qualifications:
  • 4+ years managing field service or technical support teams with dispatch/field technicians.
  • Hands-on experience using Salesforce Service Cloud (ticketing, flows, entitlements/milestones, reports/dashboards).
  • Strong understanding of SLA design/enforcement and escalation matrices.
  • Excellent remote customer-facing communication skills; experience managing escalations virtually.
  • Proven coaching and people-management skills.
  • Comfortable working remotely and coordinating field activities without on-site customer visits.

Preferred Qualifications:
  • Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).
  • Technical background in relevant equipment or systems serviced by your organization.
  • Experience with inventory/parts management and vendor coordination.
  • Certifications: ITIL Foundation or equivalent service management certification.

Core Skills:
  • Remote leadership and team development
  • Salesforce Service Cloud configuration & reporting
  • SLA management and escalation handling
  • Remote customer communication and stakeholder management
  • Analytical reporting and continuous improvement
  • Process documentation and knowledge management

Working Conditions:
  • No travel to customer sites. Occasional after-hours or on-call incident handling may be required.

To Apply: Submit resume and brief cover letter highlighting field service management experience and Salesforce Service Cloud expertise.

Apply