Job
Description
About The Role
Project Role IT Service Management Representative
Project Role Description Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills Service Analytics
Good to have skills NA
Minimum 7.5 year(s) of experience is required
Educational Qualification 15 years full time education
SummaryWe are seeking a highly skilled Service Level & Automation Manager (812 years) to lead SLA governance, analytics, reporting, and automation initiatives. The candidate will drive Continual Service Improvement (CSI), enforce governance, manage escalations, and optimize cloud services. This role requires a strong analytical mindset to improve service quality, reduce operational volumes, and implement data-driven insights for executive decision-making.LocationBengaluru / GurugramExperience812 yearsEmployment TypeFull-timeDepartmentService Assurance / Service DeliveryReporting StructureReports to Head of Service Assurance / Operations Excellence________________________________________Key ResponsibilitiesSLA Governance & Reporting
Define, monitor, and manage enterprise SLAs across ITIL process towers, ensuring compliance with contractual and operational commitments.Design and maintain dashboards and reports to track SLA performance, KPIs, and trends for leadership and operational teams.Lead SLM reporting initiatives and ensure accurate communication of service performance across stakeholders.Analytics & Continual Service Improvement (CSI)Analyze SLA performance, identify trends, and drive CSI initiatives to reduce breaches, operational volume, and backlog.Provide actionable insights for decision-making using advanced analytics and visualization.Collaborate with cross-functional teams to implement process improvements based on data-driven analysis.Automation & Tools ManagementIdentify and implement automation opportunities using Power Automate, Power Apps, ServiceNow, and related platforms to reduce manual effort and improve efficiency.Develop and maintain interactive dashboards and reporting solutions in Power BI and ServiceNow Analytics for operational visibility.Cloud Service OptimizationPartner with cloud operations teams to monitor service performance, availability, and cost across platforms (Azure, AWS, GCP).Recommend and implement optimization strategies based on analytics and service-level insights.Governance & Escalation ManagementHandle escalations related to SLA breaches, operational issues, or service quality deviations.Ensure adherence to governance frameworks and participate in audits, compliance reviews, and service improvement forums.________________________________________Professional and Technical SkillsExpertise in Service Level Management, SLA governance, analytics, and reporting.Strong analytical skills, with the ability to translate metrics into actionable insights.Proficiency in Power BI, Power Automate, Power Apps, and ServiceNow reporting & dashboard creation.Knowledge of cloud platforms (Azure, AWS, GCP) and SLA/availability monitoring.Strong stakeholder management, communication, and governance skills.CertificationsITIL 4 Managing Professional (Mandatory); Microsoft CertifiedPower BI Data Analyst / Power Platform / Cloud certifications (Preferred).________________________________________Additional InformationExperience managing global IT operations, including SLA, reporting, and analytics frameworks.Exposure to audit readiness, governance, and continuous improvement initiatives.Focus on quality enhancement, automation adoption, and operational volume reduction.
Qualification 15 years full time education
