Wipro - Service Level Manager
3 weeks ago
What You'll Do:
Service Level Agreement (SLA) Management: Oversee, monitor, and report on the performance against agreed-upon Service Level Agreements (SLAs) for various services. Identify deviations and work towards resolution.
Delivery Management: Take ownership of delivery management, ensuring that services are delivered consistently, efficiently, and meet or exceed client expectations.
Performance Monitoring & Reporting: Develop and maintain comprehensive service performance reports (e.g., weekly, monthly, quarterly) for internal stakeholders and clients, highlighting achievements, challenges, and improvement areas.
Incident & Problem Management: Collaborate with technical and operations teams to minimize the impact of incidents and problems on service delivery and contribute to root cause analysis and resolution.
Relationship Management: Build and maintain strong, collaborative relationships with internal delivery teams, technical leads, and external clients to ensure alignment on service expectations.
Continuous Service Improvement: Proactively identify opportunities for service improvement and efficiency gains, working with relevant teams to implement enhancements.
Communication: Act as a key point of contact for service-related inquiries and escalations, ensuring timely and effective communication.
Process Adherence: Ensure strict adherence to ITIL best practices and internal operational processes.
What We're Looking For:
Experience: 5-8 years of experience with a strong focus on Delivery Management in an IT or service delivery environment.
SLA Management: Proven experience in managing, monitoring, and reporting on Service Level Agreements (SLAs).
Service Delivery: Strong understanding of IT service management processes and methodologies.
Communication: Excellent communication, negotiation, and interpersonal skills, capable of interacting effectively with both technical teams and clients.
Analytical Skills: Strong analytical and problem-solving abilities to identify performance trends and drive corrective actions.
Reporting: Proficiency in creating clear and concise service performance reports.
Collaboration: Demonstrated ability to work collaboratively across various teams.
Certifications (Plus): ITIL Foundation certification is a plus.
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