Subject Matter Expert (Tools&Automation;)

Chennai, Tamil Nadu

Job Summary

Job Responsibilities : The IT Service Level Manager is responsible for ensuring that IT services are delivered in accordance with agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and business expectations. The role acts as a bridge between customers, business stakeholders, service delivery teams, and vendors to drive service excellence and continuous improvement. Key Responsibilities • Define, negotiate, maintain, and govern SLAs, OLAs, and KPIs. • Monitor service performance against agreed service levels. • Produce periodic SLA and operational performance reports. • Conduct service reviews with customers and stakeholders. • Identify service gaps, risks, and improvement opportunities. • Drive corrective and preventive actions for SLA breaches. • Perform trend analysis and root cause reviews of service issues. • Coordinate with Incident, Problem, Change, and Availability Management teams. • Manage customer escalations and ensure timely resolution. • Lead Continual Service Improvement (CSI) initiatives. • Ensure adherence to ITIL best practices and governance processes. • Manage vendor performance and contractual service obligations. • Support audits, compliance reviews, and service governance forums. Job Description : Job Title\\r\\nIT Service Level Manager\\r\\nRole Summary\\r\\nThe IT Service Level Manager is responsible for ensuring that IT services are delivered in accordance with agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and business expectations. The role acts as a bridge between customers, business stakeholders, service delivery teams, and vendors to drive service excellence and continuous improvement. \\r\\nKey Responsibilities\\r\\n• Define, negotiate, maintain, and govern SLAs, OLAs, and KPIs.\\r\\n• Monitor service performance against agreed service levels.\\r\\n• Produce periodic SLA and operational performance reports.\\r\\n• Conduct service reviews with customers and stakeholders.\\r\\n• Identify service gaps, risks,



and improvement opportunities.\\r\\n• Drive corrective and preventive actions for SLA breaches.\\r\\n• Perform trend analysis and root cause reviews of service issues.\\r\\n• Coordinate with Incident, Problem, Change, and Availability Management teams.\\r\\n• Manage customer escalations and ensure timely resolution.\\r\\n• Lead Continual Service Improvement (CSI) initiatives.\\r\\n• Ensure adherence to ITIL best practices and governance processes.\\r\\n• Manage vendor performance and contractual service obligations.\\r\\n• Support audits, compliance reviews, and service governance forums. \\r\\nRequired Skills\\r\\nTechnical & Process Skills\\r\\n• Solid understanding of ITIL Service Management framework.\\r\\n• SLA/KPI monitoring and reporting.\\r\\n• Incident, Problem, Change, Request, and Availability Management.\\r\\n• ServiceNow or equivalent ITSM platform experience.\\r\\n• Performance analytics and dashboard reporting.\\r\\n• Service governance and vendor management. \\r\\nBusiness Skills\\r\\n• Customer relationship management.\\r\\n• Stakeholder communication and presentation skills.\\r\\n• Negotiation and conflict resolution.\\r\\n• Analytical and problem-solving capabilities.\\r\\n• Service improvement planning and execution.\\r\\n• Leadership and coordination across multiple teams. \\r\\nQualifications\\r\\n• Bachelor’s degree in computer science, Information Technology, or related discipline.\\r\\n• ITIL Foundation certification (ITIL V4 preferred).\\r\\n• 8+ years of IT Service Management or Service Delivery experience.\\r\\n• Experience managing enterprise customer environments and service governance.



\\r\\nKey Performance Indicators (KPIs)\\r\\n• SLA compliance %\\r\\n• Service availability %\\r\\n• Incident resolution performance\\r\\n• Customer Satisfactio

Key Responsibilities

NA

Skill Requirements

Skill Requirement : Technical & Process Skills • Strong understanding of ITIL Service Management framework. • SLA/KPI monitoring and reporting. • Incident, Problem, Change, Request, and Availability Management. • ServiceNow or equivalent ITSM platform experience. • Performance analytics and dashboard reporting. • Service governance and vendor management. Business Skills • Customer relationship management. • Stakeholder communication and presentation skills. • Negotiation and conflict resolution. • Analytical and problem-solving capabilities. • Service improvement planning and execution. • Leadership and coordination across multiple teams. Qualifications • Bachelor’s degree in computer science, Information Technology, or related discipline. • ITIL Foundation certification (ITIL V4 preferred). • 8+ years of IT Service Management or Service Delivery experience. • Experience managing enterprise customer environments and service governance. Key Performance Indicators (KPIs) • SLA compliance % • Service availability % • Incident resolution performance • Customer Satisfaction (CSAT) • Service Improvement Plan completion rate • Major incident reduction • Vendor performance compliance • Incident, change Audit and governance compliance score Typical Tools • ServiceNow • BMC Remedy • Jira Service Management • Power BI

Other Requirements

Other Requirement : Key Performance Indicators (KPIs) • SLA compliance % • Service availability % • Incident resolution performance • Customer Satisfaction (CSAT) • Service Improvement Plan completion rate • Major incident reduction • Vendor performance compliance • Incident, change Audit and governance compliance score Typical Tools • ServiceNow • BMC Remedy • Jira Service Management • Power BI

📌 Subject Matter Expert (Tools&Automation) (India)
🏢 HCLTech
📍 India