Track Lead - ServiceNow, IT Service Management
India
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Job Description
Track Lead - ServiceNow, IT Service Management
Others, Karnataka

Job Summary

Service Level Management Lead

1.SLA Administration: Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

2. Performance Monitoring: Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3. Breach Management: Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence. 

4. Stakeholder Governance: Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors. 

5. Reporting: Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6.Continuous Improvement: Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

7. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

Key Responsibilities

Service Level Management Lead

1.SLA Administration: Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

2. Performance Monitoring: Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3. Breach Management: Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence. 

4. Stakeholder Governance: Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors. 

5. Reporting: Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6.Continuous Improvement: Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

7. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

Skill Requirements

Service Level Management Lead

1.SLA Administration: Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

2. Performance Monitoring: Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3. Breach Management: Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence. 

4. Stakeholder Governance: Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors. 

5. Reporting: Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6.Continuous Improvement: Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

7. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

Other Requirements

Service Level Management Lead

1.SLA Administration: Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

2. Performance Monitoring: Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3. Breach Management: Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence. 

4. Stakeholder Governance: Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors. 

5. Reporting: Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6.Continuous Improvement: Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

7. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.
Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.