Others, Karnataka
Job Summary

Service Level Management Lead

1. SLA Administration : Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

2. Performance Monitoring : Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3 . Breach Management : Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence.

4. Stakeholder Governance : Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors.

5. Reporting : Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6. Continuous Improvement : Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

7. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

Key Responsibilities

Service Level Management Lead

1. SLA Administration : Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

2. Performance Monitoring : Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3 . Breach Management : Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence.

4. Stakeholder Governance :



Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors.

5. Reporting : Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6. Continuous Improvement : Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

7. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

Skill Requirements

Service Level Management Lead

1. SLA Administration : Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

2. Performance Monitoring : Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3 . Breach Management : Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence.

4. Stakeholder Governance : Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors.

5. Reporting : Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6. Continuous Improvement :



Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

7. Resource and Workload Management : Planning the workflow and productive utilization of the team . Trainings and sessions for service enhancement by resources.

Other Requirements

Service Level Management Lead

1. SLA Administration : Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

2. Performance Monitoring : Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3 . Breach Management : Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence.

4. Stakeholder Governance : Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors.

5. Reporting : Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6. Continuous Improvement : Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

7. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

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📌 Track Lead - ServiceNow, IT Service Management (India)
🏢 HCLTech
📍 India