Service Level Manager

Role & responsibilities

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.

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.

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

Preferred candidate profile

Perks and benefits