Subject Matter Expert (Tools&Automation)

About the role

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. \\\\r\\\

What you'll do

• The IT Service Level Manager is responsible for ensuring that IT services are delivered in accordance with agreed Service Level Agreements (SLAs)
• The role acts as a bridge between customers, business stakeholders, service delivery teams, and vendors to drive service excellence and continuous improvement
• Define, negotiate, maintain, and govern SLAs, OLAs, and KPIs
• Monitor service performance against agreed service levels
• Produce periodic SLA and operational performance reports

What you need

• 8–14 yrs of experience
• ITIL
• ServiceNow
• Ticketing tools
• JIRA
• Power BI
• Communication
• B.Tech or B.E. or B.Sc or BCA