Service Level Manager (Freelance)

We are seeking an experienced Service Level Manager to oversee the end-to-end delivery of IT services, ensuring that all Service Delivery functions are effectively engaged and aligned to meet customer expectations and contractual commitments.

The successful candidate will act as the primary customer contact for service level-related activities, driving KPI governance, SLA management, stakeholder engagement, and continuous service improvement across the organization.

Key Responsibilities

• Monitor the end-to-end provision of services and ensure effective coordination across all Service Delivery entities.
• Act as the main point of contact for customers regarding Service Level Management activities.
• Establish and maintain effective communication with Service Delivery Managers, Customers, Account Managers, Data Analysts, Service Owners, and other stakeholders.
• Contribute to SLA definition, preparation, and negotiation proces...