Many of us are familiar with the responsibilities that a Service Level Manager (SLM) should perform. Ensuring that the service level agreement is achieved, managing regular service reviews, generating service reporting, maintaining that the customer satisfaction is high, are just some of the examples that spring to mind. However are such responsibilities the only roles a SLM should do in order to be effective? What about generating revenue?
I believe the SLM should always be looking for commercial opportunities that will help their customers improve their services and grow their business. This in turn will help improve the revenue of the SLM’s employer/service provider, a win win situation in my opinion. I am not encouraging SLM’s to turn into money hungry salesmen that are ready to make a sale at any cost, but I do think an effective SLM should be proactive in selling services and technology that will benefit their customer.
Many people dislike selling or don’t know how to sell effectively and I can see this as being one of the challenges a SLM would need to overcome. Maybe this could be factored into ITIL course? Do you agree?
Feedback and comments are always welcome!
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