Wipro - Service Level Manager

What You'll Do :

Service Level Agreement (SLA) Management : Oversee, monitor, and report on the performance against agreed-upon Service Level Agreements (SLAs) for various services. Identify deviations and work towards resolution.

Delivery Management : Take ownership of delivery management, ensuring that services are delivered consistently, efficiently, and meet or exceed client expectations.

Performance Monitoring & Reporting : Develop and maintain comprehensive service performance reports (e.g., weekly, monthly, quarterly) for internal stakeholders and clients, highlighting achievements, challenges, and improvement areas.

Incident & Problem Management : Collaborate with technical and operations teams to minimize the impact of incidents and problems on service delivery and contribute to root cause analysis and resolution.

Relationship Management : Build and maintain strong, collaborative relationships with internal delivery teams, technical leads, and external clients to ensure alignment on service expectations.

Continuous Service Improvement : Proactively identify opportunities for service improvement and efficiency gains, working with relevant teams to implement enhancements.

Communication : Act as a key point of contact for service-related inquiries and escalations, ensuring timely and effective communication.

Process Adherence : Ensure strict adherence to ITIL best practices and internal operational processes.

What We're Looking For :

Experience : 5-8 years of experience with a strong focus on Delivery Management in an IT or service delivery environment.

SLA Management : Proven experience in managing, monitoring, and reporting on Service Level Agreements (SLAs).

Service Delivery : Strong understanding of IT service management processes and methodologies.

Communication : Excellent communication, negotiation, and interpersonal skills, capable of interacting effectively with both technical teams and clients.

Analytical Skills : Strong analytical and problem-solving abilities to identify performance trends and drive corrective actions.

Reporting : Proficiency in creating clear and concise service performance reports.

Collaboration : Demonstrated ability to work collaboratively across various teams.

Certifications (Plus) : ITIL Foundation certification is a plus.

ref : iimjobs.com)