Job Details

Job Title: Service Level Management Lead / SRE
Location: Remote
Duration: 3-6 months

Job Description
Required Skills & Experience:
• Strong background in Infrastructure, Cloud, and Operations within enterprise environments.
• Deep expertise in Service Level Management and ITIL-based service delivery.
• Experience with ServiceNow
• Experience defining and managing SLAs, OLAs, and vendor agreements.
• Proficiency in monitoring, reporting, and analytics tools (PowerBI required).
• Excellent communication and stakeholder management skills.
• Ability to work cross-functionally and influence service quality improvements.
• ITIL certification.

Key Responsibilities:
• Own the Service Level Management framework aligned with ITIL principles, including policies, processes, and governance.
• Define and negotiate SLAs, SLOs and OLAs with internal teams and external vendors to ensure clarity and accountability.
• Develop and operationalize processes for monitoring, reporting, and improving service performance against agreed targets.
• Create advanced dashboards in PowerBI to visualize SLA/SLO compliance, service performance trends, and risk indicators.
• Analyze service performance data to identify trends, gaps, and improvement opportunities; provide executive-level insights and recommendations.
• Collaborate with Availability Management Lead, Architects, DevOps, SRE, and Application teams to align service level objectives with availability and resilience strategies.
• Integrate Service Level Management practices into ITSM workflows, including Incident, Problem, and Change Management, ensuring SLA impact is considered in all operational decisions.
• Drive continual improvement initiatives to enhance service quality and customer satisfaction.
• Present SLA performance, risks, and improvement plans to technical teams and executive leadership.
• Mentor team members on service level principles, reporting, and customer-centric delivery.