Lead, Service Level; SLA Management; ServiceNow

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The Lead, Service Level Management will play a pivotal role within the Enterprise Service Management (ESM) office, responsible for the definition, alignment, and governance of the enterprise-wide Service Level Framework (SLF). Based in Atlanta, this role ensures that service level agreements (SLAs) and operational level agreements (OLAs) are aligned with business expectations, ESM standards, and industry best practices.

This role will be central to driving a consistent and proactive approach to service level management by partnering with service owners, service delivery managers, service architects, and external suppliers. The Lead, Service Level Management will lead the negotiation and implementation of SLAs and OLAs that reflect business priorities and are embedded into the ESM framework using the Service Now platform.

The ideal candidate will have deep expertise in ITSM process design, strong governance acumen, and a demonstrated track record of delivering measurable improvements in service performance and accountability across global, cross-functional environments.

• Own and manage the end-to-end service level management process (SLM) across the enterprise, ensuring it aligns with ITIL best practices and organizational goals.
• Participate in the design, implementation, and evolution of SLA and OLA frameworks that deliver consistent, timely, and effective service to end users.
• Collaborate with service owners and delivery managers to monitor adoption and alignment and take action when thresholds are breached.

• Establish robust governance forums and process KPIs to monitor usage, compliance, and performance of the SLM process.
• Leverage Service Now performance and platform analytics to track SLA/OLA performance and identify trends.
• Conduct regular reviews of agreements, adjusting targets and commitments based on changing priorities and performance data.
• Drive a culture of continuous improvement by regularly assessing process health, gathering stakeholder feedback, and applying lessons learned.

• Act as the liaison between business units, service management teams, and external vendors to align expectations and resolve conflicts related to service performance.
• Partner with Product Management to support backlog grooming, sprint planning, and story prioritization related to service level capabilities and enhancements.
• Build strong relationships with platform, compliance, risk, and operations stakeholders to ensure process alignment with technical architecture, policy, and business needs.

• Communicate process strategy, progress, and value to a broad audience, securing buy-in from senior leadership and delivery teams.
• Coach and mentor junior service management professionals, building ESM capabilities in service accountability and performance.
• Represent the ESM office in enterprise forums and leadership discussions on service quality, SLAs, and customer satisfaction.

• 6+ years of experience in IT service management, with a focus on service level management, service performance, and ITSM frameworks.
• Proven success in defining and managing SLAs/OLAs within a large-scale enterprise or shared services environment, preferably within Service Now.
• Deep understanding of ITIL practices, including Service Level Management, Service Design, and Continual…