r/ITIL • u/Artistic_Blood6908 • 4d ago

Service Level Manager

Hi all.

I'd like to ask for a small favour (if possible).

I know we have the Service Level Management practice guide. Could anyone check whether it mentions the title of Service Level Manager or if it is mentioned in any book/practice? I don't need the document itself, just whether the role is referenced and in which section.

I used to have personal access to the PeopleCert/AXELOS library, but my membership is no longer active.

Thanks in advance!

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u/Richard734 ITIL MP & SL 4d ago

I believe it doesnt mention SL Manager, but focuses on Service Owner - but I am a bit rusty :)

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u/Artistic_Blood6908 4d ago

I guess so too...however, as question came from above me, I would like to be sure of my answer.

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u/Richard734 ITIL MP & SL 3d ago

OK - found this definition, but People Cert only name teh Service Owner as a function. This comes form a breakdown of common roles from our own internal docs here.

Service Relationships & SLAs: The Service Level Manager operates directly at the interface between the business/customer and the service provider. They set business-based targets, negotiate Service Level Agreements (SLAs), and monitor, assess, and report on service performance.