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
Solid 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.

Valuable-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 (India)
🏢 CGI
📍 India