A service manager plans, implements and manages solution provision.


Manages the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs) contracts and Key Performance Indicators (KPIs).

Negotiates contracts with the various business domains or customers and in alignment with the Business IS Manager. Man manages the staff who monitor, report and fulfil the SLAs.

Takes mitigation action in case of non-fulfilment of agreements.
Contributes to the development of the maintenance budget together with business/finance organisations.


Accountable (A): Solution in operation
Responsible (R): Service level agreement and Solved incident
Contributor (C): Quality performance indicators and Technical proposal

Main tasks

  • Define Service requirements
  • Negotiate SLA / OLA
  • Manage solution operation
  • Provide service delivery

e-CF Competences assigned

KPI Area

Fulfillment of Service Levels