Service Level Manager-Individual Contributor

Date: Sep 13, 2023

Location:

Any city, CA, US, 99999

Req ID: 15240

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

Service level management (SLM) ensures the delivery of contracted Information Technology (IT) Services at the agreed-upon level of IT Service. This includes ensuring that specific and measurable Service Targets are documented and agreed upon in Service Level Agreements (SLAs) to provide clear and unambiguous expectation to the IT Provider and the Customer of the Level of Service to be delivered. It ensures that the Operational Level Agreements (OLAs) or Underpinning Contracts (UCs) support the SLA. This is an individual contributor role.

Your role in our mission

In detail, this includes ensuring that accurate Service Level Reports are produced in a timely manner, monitoring, and reviewing Actual Service Levels achieved against their SLA Targets, and initiating and managing Service Improvement Plans (SIPs) as required, within imposed cost constraints.
High level responsibilities include:

Define Service Level Agreement Process
Create Business Design
Monitor, Review, and Report Service Levels Process
Perform Service Improvement Program Process
Update Service Level Agreement Process

What we're looking for

5+ years of Service level process experience across the enterprise
ITIL 4 foundation certification
A strong foundation in Microsoft office
A demonstrated team player with the written and oral communication skills to be effective across , clients and leadership

What you should expect in this role

All US locations may be considered, including remote
Some percentage of traveling is required

The pay range for this position is $64,500.00 - $92,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.