Onshore Interview (Yes /No)No Customer Interview (Yes/No)No Hiring manager/ emp idsyed-anees.ahmed-hashmi@capgemini.com/ 46053339 Primary Skill ( Must Have Skills)Service level management Secondary Skills (Good to Have Skills)Operation managemt, ITIL Skill 3 Certifications JD ITSM Service Level Management (SLM) Reporting Process Lead The Performance Service Lead is responsible for steering and managing the operational interfaces to service providers for service processes (e.g. transitioning, ordering, service level reporting and management, compliant and escalation management) to ensure that value is achieved from outsourced relationships and services. This profile supports the development and maintenance of the IT framework and methodology to be used in managing and integrating multiple aspects of performance and value across IT vendor management processes, services and contracts. The Service Performance Lead acts as contact point for internal IT and business stakeholders towards the providers for operational topics. This role is responsible for the enforcement of one or more global ITSM processes in close collaboration with the accountable process owner and close partnership within the Partner command center. SLM Service Reporting Lead oversees day-to-day operations of the Service Level Management and Reporting Team and operational performance of Service Level and Contractual Reporting. Develops and fosters a strong relationship with SI Suppliers, Customer and Service Providers Should know how to create SLA Definition in Service now Interpret contract and implemented SLAs Resolved SNOW related SLA issues ensuring business rule work effectively Acts as the liaison to Customer and Service Providers for Service Level and Reporting Services Owns and manages the execution of Service Level Management and Reporting Policies, Processes and Procedures Well versed with all ITIL Processes and related SLA parameters Understands measurement methods, source data systems and reporting tools Understands SI business processes that underlie the SLAs and key metrics Supports and promotes the use of the standard suite of Service Level Reports Owns reporting design and implementation documentation Ensures timely delivery of Service Level Management contractual obligations Provides consultancy and oversees business analysis on all reporting-related tools with regard to their impact on existing systems and environments Provides assurance for requirements analysis and solution design Acts as an escalation point on service take-on or migration projects developing solution for Customer reporting requirements Provides thought-leadership and the appropriate input into reporting strategy Identifies Service Level Measurements and Reporting Performance Improvements and engages with stakeholders to implement solutions Owns and manages all team and project financials Provides guidance and mentoring for all team members Key TASKS RESPONSIBILITIES -Ensure that processes are followed by all stakeholders including Vendors, Third Parties, Suppliers, Customer representatives -Ensure SLAs are configured in the toll (Service now) -Ensure delivery of all contractual reports -Enforces process adherence across all suppliers and escalating to appropriate Leads and service owners when process standards are not met. -Communicates strategic process changes to relevant parties. Organizes and chairs calls and meetings as required by process. -Monitors process performance metrics and Key Performance Indicators (KPIs) performance SLAs -Ensure Service quality and availability and performs required quality checks -Ensure quality reports are produced, distributed, and utilized and ensure cross service improvement opportunities -Ensure all activities in IT environment are being performed under process control -Escalates, analyzes, and resolves service performance issues -Register and implement process improvements based on audit findings -Facilitate and participate in process audits -Reviews opportunities and provides approval for process enhancements -Design, update of the Integrate process/procedures and KPIs aligned with contractual obligations across all partners -Propose process improvements and ensures that the process documentation is up-to-date, adequate and available -Drives continuous improvement and enables innovation -Reviews Customer Satisfaction Survey information and takes appropriate action Named Job Posting? (if Yes - needs to be approved by SCSC)Additional Details

Global Grade C

Level To Be Defined

Named Job Posting? (if Yes - needs to be approved by SCSC) No

Remote work possibility No

Global Role Family To be defined

Local Role Name To be defined

Local Skills SLM;operations management;ITIL

Languages RequiredENGLISH

Role Rarity To Be Defined

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Replacement, SLM and Reporting Lead, Toll India, Offshore MS