SLA Management Lead

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• 15+ years of experience in defining, documenting and implementing Service Level Management Framework
• Experience in monitoring and reporting SLAs
• Conduct governance forums to review SLA performance
• Mange BAU risks and improvement actions
• Understanding of identifying business services and setting up Business Outcomes and Business SLAs
• Good experience in creating reports/ dashboards in ServiceNow
• Good experience in creating reports/ dashboards in Power BI
• Excellent documentation skills
• Excellent Verbal & Written communication skills
• Excellent stakeholder management skills

Good-to-Have

• ITIL Certification

Responsibility of / Expectations...