Key

Skills:
Service operations/Service management, SLM, ITIL, People Management, Stakeholder Management Roles and

Responsibilities:
• Manage service level management activities, including SLA, KPI, OLA, and service performance tracking.
• Prepare recurring service reports, dashboards, and management presentations using Excel, Power BI, and PowerPoint.
• Coordinate service review meetings with internal teams, service providers, and business stakeholders.
• Track service issues, performance gaps, action items, and improvement commitments through closure.
• Support IT service operations processes and identify opportunities for process improvement and operational control. Skills Required:
• Typically 6+ years of IT service management experience, with total relevant experience in the 4
- 9 year range.




• Solid knowledge of ITIL practices and service management terminology; ITIL 4 certification is mandatory.
• Practical experience in service level management and IT service operations within an enterprise environment.
• Ability to analyse service performance data, trends, SLA results, and operational dashboards.
• Proficiency with Microsoft Word, Excel, and PowerPoint, along with experience creating Power BI reports or dashboards. Good to Have:
• Experience in people management and stakeholder management.

Education:
B.
E., B.
Tech, or B.
Tech M.
Tech (Dual) degree.

📌 SLM Analyst_105322 (Bengaluru)
🏢 MyCareernet
📍 Bengaluru