ROLE SUMMARY

The Service Level Manager is responsible for tracking, measuring, analyzing, and reporting on service level performance across PwC's in-scope infrastructure managed services. You ensure SLA commitments are accurately measured against defined methodologies, reported transparently to governance forums, and that breach risks and trends are identified and escalated before they affect Client confidence.

You maintain the service level management framework, coordinate service review inputs across ITSM process owners, and support governance activities that keep PwC's service delivery aligned with Client contractual expectations and operational objectives.

KEY RESPONSIBILITIES

SLA Tracking & Performance Measurement
- Track and measure SLA performance across all in-scope infrastructure services: response times, resolution times, availability targets, first-contact resolution, and other contractual metrics.
- Maintain SLA definitions, measurement methodologies, data collection processes, and reporting calendars in alignment with the ISOW and Client ITSM standards.




- Identify SLA risks, near-misses, and breaches proactively; escalate to the appropriate operational or governance lead with supporting analysis and recommended remediation actions.
- Track Operational Level Agreements (OLAs) and underpinning contracts (UCs) as relevant to in-scope service performance.
- Validate SLA data accuracy across ServiceNow and other source systems; identify and remediate measurement gaps.

Governance Reporting & Service Reviews
- Produce accurate and timely service level reports for operational and governance reviews: SLA attainment, breach analysis, exception summaries, trend data, and improvement actions.
- Prepare service review dashboards, executive summaries, and performance exception reports; support the facilitation of monthly and quarterly service review meetings.
- Collaborate with Incident, Problem, Change, Availability & Capacity, and Release Management teams to g

📌 Service Level Manager (Delhi)
🏢 Pricewater House Coopers Service Delivery Center Bangalore
📍 Delhi