Service Level Management (SLM) & Reporting Specialist

Location: Bangalore
Experience: 5- 8 Years
Shift: 5:30 PM 2:30 AM
Notice Period: Immediate to 20 Days

Must-Have Skills
- Robust experience in SLA Scorecard & SLA Reporting
- Advanced Excel, Power Query & Power BI
- ServiceNow Reporting/Dashboards
- SLA reporting across Service Desk, Network & Infrastructure
- Experience handling large datasets
- ITIL V3/V4 Certification
- Strong communication and stakeholder management skills

Key Responsibilities
- Manage and monitor SLAs/KPIs for infrastructure support services.
- Prepare SLA scorecards, reports, dashboards and performance metrics.
- Analyze SLA trends, breaches and performance gaps and provide actionable insights.




- Develop dashboards using Power BI, Excel and ServiceNow.
- Collect, validate and analyze data from multiple sources.
- Automate recurring reports and improve reporting efficiency.
- Collaborate with Service Desk, Network, Infrastructure and other cross-functional teams.
- Conduct regular SLA reviews and identify opportunities for service improvement.

Good-to-Have
- Knowledge of DAX and Power BI Data Modeling
- SQL / Python / PowerShell for reporting automation
- Experience with ITSM/Infrastructure environm

📌 Service Level Manager (Bengaluru)
🏢 CGI
📍 Bengaluru