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This documentation supports the 20.02 version of BMC Service Level Management. To view an earlier version, select the version from the Product version menu.

Service level manager role requirements

The service level manager role should be filled by a senior employee with both customer and specialist experience. The service level manager's primary function is to negotiate agreements between the service provider and the customer.

The skills required to be successful in this position include:

  • Builds relationships with the customer representatives
  • Understands the implications of requests to change the level of service or the functionality that a service provides
  • Translates the business requirements provided by the customer representatives into service level requests for the service providers
  • Negotiates service level agreements
  • Produces reports on the actual level of service provided
  • Communicates verbal and written information
  • Possesses a service-oriented attitude.
  • Understands the service management processes
  • Understands the service level management procedures
  • Uses BMC SLM to fulfill the role of service level manager

 

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BMC Service Level Management 20.02