Service Level Manager

Service Level Management (SLM) & Reporting Specialist

Location: Bangalore
Experience: 5- 8 Years
Shift: 5:30 PM 2:30 AM
Notice Period: Immediate to 20 Days

Must-Have Skills

• Strong experience in SLA Scorecard & SLA Reporting
• Advanced Excel, Power Query & Power BI
• ServiceNow Reporting/Dashboards
• SLA reporting across Service Desk, Network & Infrastructure
• Experience handling large datasets
• ITIL V3/V4 Certification
• Strong communication and stakeholder management skills

Key Responsibilities

• Manage and monitor SLAs/KPIs for infrastructure support services.
• Prepare SLA scorecards, reports, dashboards and performance metrics.
• Analyze SLA trends, breaches and performance gaps and provide actionable insights.
• Develop dashboards using Power BI, Excel and ServiceNow.
• Collect, validate and analyze data from multiple sources.
• Automate recurring reports and improve reporting efficiency.
• Collaborate with Service Desk, Network, Infrastructure and other cross-functional teams.
• Conduct regular SLA reviews and identify opportunities for service improvement.

Good-to-Have

• Knowledge of DAX and Power BI Data Modeling
• SQL / Python / PowerShell for reporting automation
• Experience with ITSM/Infrastructure environm