Service Level Management Process Owner in Raleigh, NC at Eliassen Group

Date Posted: 11/5/2020

Job Snapshot

  • Employee Type:
  • Location:
    Raleigh, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

We have an exciting opportunity for a Service Level Management (SLM) Process Owner with extensive experience in IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL) framework.

We will accept corp to corp or w2 contractors. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.


  • Oversee and manage the documentation of SLAs and OLAs for DIT Services
  • Ensure that requirements to the ServiceNow platform support the documented SLAs and OLAs
  • Develop requirements for SLA and OLA dashboards and schedule performance reviews with key
  • stakeholders
  • Oversee and manage the documentation of SMAs for over 20 production DIT Services across eight (8) ITIL
  • process domains and 100 evaluation criteria
  • Aggregate and evaluate SMA data for each service across the enterprise.
  • Create a schedule for and conduct the review of SMAs with the Executive Management team and ensure that priorities for service improvement initiatives are documented and tracked
  • Drive all processes and documentation forward with Continual Service Improvement


  • Understanding of the IT Infrastructure Library (ITIL) IT Service Management lifecycle
  • Able to work both independently as well as collaboratively with minimal supervision
  • Ability to manage and prioritize multiple assignments
  • Position requires interpersonal skills project management, business and systems analysis, process management and re-engineering
  • Excellent written and verbal communication skills
  • Strong Understanding of ServiceNow ITSM platform
  • Strong knowledge of Service Level Agreements and Operational Level Agreements
  • Experienced with Visio and process mapping methodologies
  • Experienced with the process maturity assessments
  • Bachelor’s degree or higher in Computer Science/ Information Technology or related and relevant experience
  • ITIL V3 Foundations Certification or higher

Job ID: 346580

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!