Service Level Manager

Service Level Manager

Senior Associate 

ROLE SUMMARY

The Service Level Manager is responsible for tracking, measuring, analyzing, and reporting on service level performance across PwC's in-scope infrastructure managed services. You ensure SLA commitments are accurately measured against defined methodologies, reported transparently to governance forums, and that breach risks and trends are identified and escalated before they affect Client confidence.

You maintain the service level management framework, coordinate service review inputs across ITSM process owners, and support governance activities that keep PwC's service delivery aligned with Client contractual expectations and operational objectives.

KEY RESPONSIBILITIES

SLA Tracking & Performance Measurement

• Track and measure SLA performance across all in-scope infrastructure services: response times, resolution times, availability targets, first-contact resolution, and other contractual metrics.
• Maintain SLA definitions, measurement methodologies, data collection processes, and reporting calendars in alignment with the ISOW and Client ITSM standards.
• Identify SLA risks, near-misses, and breaches proactively; escalate to the appropriate operational or governance lead with supporting analysis and recommended remediation actions.
• Track Operational Level Agreements (OLAs) and underpinning contracts (UCs) as relevant to in-scope service performance.
• Validate SLA data accuracy across ServiceNow and other source systems; identify and remediate measurement gaps.

Governance Reporting & Service Reviews

• Produce accurate and timely service level reports for operational and governance reviews: SLA attainment, breach analysis, exception summaries, trend data, and improvement actions.
• Prepare service review dashboards, executive summaries, and performance exception reports; support the facilitation of monthly and quarterly service review meetings.
• Collaborate with Incident, Problem, Change, Availability & Capacity, and Release Management teams to gather and validate performance data for governance reporting.
• Coordinate with Client retained teams on service level definitions, reporting format alignment, and governance calendar scheduling.
• Document and track service improvement actions arising from governance reviews through to closure.

Continuous Improvement & Framework Maintenance

• Maintain and improve the service level management framework: SLA definitions, exception handling procedures, review cadence, and escalation protocols.
• Support service improvement initiatives by providing performance trend data, benchmarking inputs, and SLA attainment analysis.
• Identify reporting automation opportunities to improve dashboard accuracy and reduce manual data preparation effort.
• Provide analysis of OLA and service performance to inform governance discussions on scope, resourcing, and process improvement.

WHAT YOU MUST HAVE

Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 58 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.