Primary Skill: Service Level Management (SLM), Service Reporting & Analytics

Location: Chennai and Bangalore

Experience: 6 to 9 years

Notice Period: Immediate Joiners only

Key Responsibilities

- SLA Design & Negotiation
- Develop and document SLAs, operational level agreements (OLAs), and underpinning contracts
- Facilitate SLA workshops with business units and technical teams to establish requirements
- Negotiate targets for availability, capacity, response, and resolution times
- Ensure alignment of SLAs with business objectives and regulatory requirements
- SLA Monitoring & Reporting
- Configure dashboards and reports for real-time SLA performance tracking
- Review daily, weekly, and monthly service metrics against targets
- Highlight SLA breaches, trends, and emerging risks to stakeholders
- Distribute performance reports to IT leadership and business owners
- Relationship Management
- Act as primary liaison between IT service delivery teams and business customers
- Coordinate regular service review meetings with key stakeholders

- Governance & Compliance
- Establish and maintain policies, procedures, and templates for SLA management
- Ensure all service commitments comply with contractual and regulatory obligations

📌 Service Level Manager (Chennai)
🏢 Cognizant
📍 Chennai