SLA Management Lead

Desired Competencies (Technical/Behavioral Competency)

• 10-12 years of experience in defining, documenting and implementing Service Level Management Framework
• Excellent SLA definition and implementation experience in a SIAM environment
• Understanding of identifying business services and setting up Business Outcomes and Business SLAs
• ITIL certification

Good-to-Have

• Basic understanding of ServiceNow tool
• Basic confluence tool knowledge

Responsibility of / Expectations from the Role

1. Define and document Service Level Management framework
2. Identifying business services and set up Business Outcomes and Business SLAs linked to IT SLAs
3. Support Implementation and tracking in ServiceNow including dashboards
4. Monitor and reports SLAs and review in SLA governance forums