Description
The Service Level Management (SLM) Process Coordinator is responsible for ensuring that agreed service levels are defined, monitored, reported, and continuously improved. The role focuses on SLA/KPI governance, service performance tracking, and coordination with service providers and stakeholders to ensure service delivery meets business expectations within a SIAM or multi-vendor setting.

Responsibilities
Key Responsibilities
1. SLM Process Coordination
- Manage end-to-end Service Level Management lifecycle
- Support definition, documentation, and maintenance of SLAs, OLAs, and KPIs
- Ensure alignment of service levels with business requirements
- Maintain service level documentation and agreements

2. SLA Monitoring & Compliance
- Monitor SLA/KPI performance across services and providers
- Track breaches and ensure corrective actions are initiated
- Validate SLA data accuracy and measurement methodology
- Ensure compliance with contractual obligations

3. Reporting & Dashboard Management
- Prepare and publish daily, weekly, and monthly service reports




- Develop and maintain dashboards using tools like Power BI
- Provide insights on service performance trends and risks
- Support executive-level reporting and governance decks

4. Stakeholder & Vendor Coordination
- Coordinate with service providers to review SLA performance
- Act as a liaison between business stakeholders and IT teams
- Facilitate service review meetings and governance forums
- Ensure alignment across multiple vendors in a SIAM model

5. Service Review & Governance
- Support service review meetings (weekly/monthly/quarterly)
- Track action items and improvement plans
- Ensure accountability for SLA commitments
- Maintain governance documentation and records

6. Continuous Service Improvement (CSI)
- Identify trends and areas for service improvement
- Drive Service Improvement Plans (SIPs)
- Recommend process and performance enhancements
- Support automation and optimization initiativ

📌 DTICI_Global SIAM_SLM_ (Bengaluru)
🏢 Daimler Truck
📍 Bengaluru