Service Level Manager

Delhi/Hyderabad Contract Key Responsibilities

Define, negotiate, implement, and maintain Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs).

Monitor and report service performance against agreed SLAs, KPIs, and contractual obligations.

Conduct regular service review meetings with customers, stakeholders, and internal delivery teams.

Analyze service performance trends, identify improvement opportunities, and drive Continual Service Improvement (CSI) initiatives.

Coordinate with Incident, Problem, Change, Capacity, Availability, and Service Delivery teams to ensure SLA compliance.

Ensure timely escalation and resolution of SLA breaches and critical service issues.

Produce weekly, monthly, and quarterly service performance reports and executive dashboards.

Track service credits, penalties, risks,



and compliance related to contractual obligations.

Collaborate with business stakeholders to understand evolving service requirements and recommend improvements.

Manage customer expectations and maintain solid stakeholder relationships.

Drive Root Cause Analysis (RCA) for recurring SLA violations and ensure corrective and preventive actions are implemented.

Support transition of recent services into operations with clearly defined service levels.

Participate in governance meetings and present service performance metrics to senior management.

Ensure ITIL best practices are followed across service management processes.

Support internal and external audits related to service delivery and compliance.

📌 Service Level Manager Delhi/hyderabad Contract
🏢 AceStack
📍 Hyderabad