Service Level Manager

4 weeks ago


pune, India Wipro Full time

Do 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 produce SLRs Review and revise underpinning agreements and service scope, Produce service reports Conduct service reviews and instigate improvements within an overall SIP KEY SKILLS AND COMPETENCIES 10 -15 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. Service Enablement



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