Company Description
A leading global commercial vehicle manufacturer specializing in trucks and buses, with a strong presence across North America, Europe, and Asia. The company is recognized for its engineering excellence, strong brand portfolio, and focus on delivering reliable and efficient transportation solutions at scale.
- Location Bangalore
- Industry Automotive
- Experience Range 4–8 years
- Must-have Skills ITSM processes, Power BI, ServiceNow, SIAM Governance, SLA / KPI Management, Vendor Management
Job Summary
The Service Level Management (SLM) Specialist is responsible for managing and governing service level agreements, monitoring service performance, ensuring SLA compliance, and driving continuous service improvements across IT service environments. The role focuses on SLA/KPI governance, vendor coordination, reporting, data analysis, and maintaining service quality within SIAM or multi-vendor environments.
Key Responsibilities
- Manage the end-to-end Service Level Management lifecycle.
- Define, document, and maintain SLAs, OLAs, and KPIs aligned with business requirements.
- Monitor SLA/KPI performance across services and service providers.
- Track SLA breaches and ensure corrective and preventive actions are implemented.
- Validate SLA measurement accuracy and ensure compliance with contractual obligations.
- Prepare and publish daily, weekly, and monthly service performance reports.
- Develop dashboards and reporting solutions using Power BI and reporting tools.
- Coordinate with service providers and internal stakeholders to review service performance.
- Facilitate service review meetings and governance forums.
- Support Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs).
- Analyze service performance data to identify trends, patterns, and improvement opportunities.
- Ensure integration of SLM with Incident, Problem, and Change Management processes.
- Manage ServiceNow and ITSM tools for SLA configuration and governance.
- Maintain audit readiness, governance records, and service documentation.
Required Skills & Experience
- 4–8 years of experience in IT Service Management.
- Strong expertise in Service Level Management (SLM).
- Strong understanding of ITIL Service Management processes.
- Experience defining and managing SLA, KPI, and OLA frameworks.
- Hands-on experience with ITSM tools, preferably ServiceNow.
- Strong experience with reporting and dashboard tools such as Power BI and Excel.
- Experience in SIAM or multi-vendor service environments.
- Strong analytical, reporting, and data interpretation skills.
- Excellent communication and stakeholder management abilities.
- Knowledge of service governance and audit compliance requirements.
Preferred Qualifications
- Bachelor’s or master’s degree in data science, Statistics, Computer Science, or related field.
- Experience with Spark, Databricks, and Azure technology stack.
- Experience with cloud or on-premise model deployment.
- Experience building enterprise AI products or advanced analytics platforms.
Other Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- ITIL Certification (Mandatory – ITIL v3/v4 Foundation or above).
- Certification in Service Level Management or ITSM preferred.
- Experience working in complex enterprise IT service environments.
