Service Level Manager

Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 8 years of IT operations or managed services experience, with at least 3 years in a Service Level Management or operational reporting role.
• Demonstrated experience producing governance-ready SLA performance reports for senior client and leadership stakeholders.
• Experience working across multi-tower infrastructure environments with multiple SLA domains.
• Track record of identifying SLA breach risks and driving timely remediation through cross-functional coordination.

Technical & Process Skills

• Strong working knowledge of ITIL-aligned service level management practices.
• Hands-on experience with enterprise ITSM platforms, particularly ServiceNow, for SLA configuration, tracking, and reporting.
• Strong proficiency in reporting and visualization tools: Power BI, ServiceNow Performance Analytics, or equivalent.
• Excellent analytical and communication skills for translating performance data into actionable governance insights.
• ITIL Foundation certification.