Service Level Manager

Primary Skill: Service Level Management (SLM), Service Reporting & Analytics

Location: Chennai and Bangalore

Experience: 6 to 9 years

Notice Period: Immediate Joiners only

Key Responsibilities

• SLA Design & Negotiation
• Develop and document SLAs, operational level agreements (OLAs), and underpinning contracts
• Facilitate SLA workshops with business units and technical teams to establish requirements
• Negotiate targets for availability, capacity, response, and resolution times
• Ensure alignment of SLAs with business objectives and regulatory requirements
• SLA Monitoring & Reporting
• Configure dashboards and reports for real-time SLA performance tracking
• Review daily, weekly, and monthly service metrics against targets
• Highlight SLA breaches, trends, and emerging risks to stakeholders
• Distribute performance reports to IT leadership and business owners
• Relationship Management
• Act as primary liaison between IT service delivery teams and business customers
• Coordinate regular service review meetings with key stakeholders

• Governance & Compliance
• Establish and maintain policies, procedures, and templates for SLA management
• Ensure all service commitments comply with contractual and regulatory obligations