SLA Management Lead

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• 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
• Excellent documentation skills
• Excellent Verbal & Written communication skills
• Excellent stakeholder management skills
• ITIL certification

Good-to-Have

• Basic understanding of ServiceNow tool
• Basic confluence tool knowledge

SN

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