Service Level Manager - L1

Job Description

Please find the JD below Service Level Management (SLM) Manager RESPONSIBILITIES Develop the SLA governance and the related Metrics / KPIs Document, agree, monitor, measure, report and review the level of IT services provided to the customer as per the Governance model agreed Provide and improve relationship and communication with the business and customers Ensure that specific and measurable targets are developed for all IT services Monitor and improve customer satisfaction with the quality of service delivered Monitor service performance against SLAs Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so Determine, document and agree requirements for new services and produceSLRs Review and revise underpinning agreements and service scope, Produce service reports Conduct service reviews and instigate improvements within an overall SIP KEY S AND COMPETENCIES 8-10 years of service delivery experience Knowledge of ITIL Processes knowhow Should have good communication skills. Shows great commitment to the work Analytical and problem-solving capabilities Strong interpersonal skills, tenacity and flexibility. Graduate in any discipline PMP / GB / BB certification would be preferred Proficient in MS Word, Excel, Access, PowerPoint. Loaction :- pune EXP :- 7+ RAte :- wipro rate Do: - Proactively assist in the development, implementation, management and evaluation of the Wellbeing and Resilience Programs and initiatives for all employees at the Cebu location, from Managers to the Reviewers. - Liaison and partner with the identified internal and external stakeholders- like the business and operations teams and third-party vendors - to ensure the smooth execution of the Wellbeing and Resilience programs. - Have open, timely and effective communication and proactively give feedback, as this is critical to the success of these programs. - Though direct clinical work will be minimal, [ as we have a third-party vendor that provides the counselling and therapeutic services] a strong understanding of clinical aspects is required as you assess the effectiveness of this third-party vendor and partner with them closely to obtain feedback and co-create innovative programs that meet ongoing needs. as required, will develop innovative and impactful mental health campaigns that we will run for our people. Mandatory Skills: ITIL Service Level Mgmt. Experience3-5 Years.