The role of the SLA Manager is to ensure that all service level agreements (SLAs) for information technology services across the organization are delivered according to specifications. Key responsibilities of an SLA Manager include:
- Developing, managing, and administering service management best practices.
- Monitoring SLA performance for compliance with organizational needs and requirements.
- Facilitating communication between the IT department and its clients in order to define and maintain the SLAs required for each business unit.