Clearly defining the role of SLA Managers is critical to ensuring effective ongoing governance in Shared Services, Outsourcing and Global Business Services arrangements. Our defintion of the role of the SLA Manager is very clearly defined to ensure effective management of Service Level Agreements using the off the shelf SLA Management tool ServiceFrame. The definition is of general use for those attempting to clearly define the roles and responsibilities of those managing Service Level Agreements (even if not using a good SLA Management solution like ServiceFrame!)
Managing Sourcing Relationships
Drive World Class Governance
