Service Level Manager – ITIL & ITSM Operations (10-12 Years)

Role Overview

Experienced Service Level Manager responsible for driving ITSM governance, service excellence, and operational stability across enterprise application and infrastructure environments. The role focuses on SLA management, observability, automation, AIOps adoption, and continual service improvement. Lead monitoring transformation initiatives, tool consolidation, and proactive operations to improve service availability, customer experience, and operational efficiency.

Key Responsibilities

Service Level Management & ITSM Governance

- - Own SLA, OLA, KPI governance and service performance reporting.
- Drive ITIL processes including Incident, Problem, Change, and Major Incident Management.
- Conduct service reviews with business and technology stakeholders.
- Ensure compliance with availability, reliability, MTTA, and MTTR targets.
- Drive Continual Service Improvement (CSI) initiatives across operations.

Observability & Monitoring Operations

- - Govern enterprise observability and monitoring platforms.
- Manage APM tools such as AppDynamics (AppD), SigNoz, and related solutions.
- Leverage Grafana, Prometheus, Application Insights, Splunk, and SCOM for proactive monitoring.
- Establish service health dashboards, alerting standards, and performance analytics.
- Improve service visibility through observability best practices and telemetry adoption.

Automation, AIOps & Tool Consolidation

- - Lead ServiceNow automation initiatives including auto-ticketing and workflow automation.
- Drive monitoring tool consolidation and platform rationalization strategies.
- Implement event correlation, alert suppression, and intelligent routing.
- Support CSI Private AIOps platform adoption and operational maturity.
- Improve operational efficiency through automated remediation and self-healing capabilities.

Incident, Problem & Operational Excellence





- - Govern major incidents and stakeholder communications.
- Drive root cause analysis and problem management for recurring issues.
- Optimize alert thresholds and reduce monitoring noise.
- Improve MTTA, MTTR, service availability, and customer experience metrics.
- Deliver proactive service improvements through trend analysis and operational insights.

Stakeholder & Vendor Management

- - Collaborate with Application, Infrastructure, Network, and Business teams.
- Lead executive-level service governance and reporting.
- Manage vendor performance against contractual SLAs and operational KPIs.
- Drive cross-functional alignment for service improvement initiatives.
- Present operational health, risks, and improvement plans to leadership teams.

Required Skills & Qualifications

- - 10-12 years of experience in ITSM, Production Support, or Service Operations.
- Strong expertise in ITIL Service Management and Service Level Governance.
- Hands-on experience with ServiceNow ITSM and workflow automation.
- Experience with AppDynamics (AppD), SigNoz, and other APM solutions.
- Solid knowledge of Grafana, Prometheus, Application Insights, Splunk, and SCOM.
- Experience with PagerDuty, event management, and escalation orchestration.
- Expertise in observability, monitoring strategy, and operational analytics.
- Experience in tool consolidation, monitoring transformation, and AIOps adoption.
- Robust stakeholder management, executive reporting, and vendor governance skills.
- Exposure to Banking, Financial Services, Digital Payments, Cloud Operations, or SRE environments is preferred.

Preferred Certifications

- - ITIL® v4 Foundation / Managing Professional
- ServiceNow Certified System Administrator (CSA) or ITSM Certification
- Splunk Core Certified User / Power User
- Microsoft Azure Monitor / Application Insights Certification
- AppDynamics Certified Associate (Preferred)
- SRE Foundation or AIOps Foundation Certification
- Cloud Certifications (Azure Administrator, AWS Cloud Practitioner, or equivalent) (Preferred)

📌 Service Level Manager (India)
🏢 ThoughtFocus
📍 India