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.