PwC
Service Level Manager at PwC in Gurugram, Bengaluru
ExperiencedOn-siteGurugram, Bengaluru1000000 INR–1800000 INR/yr
Skills
Service Level ManagementSLMSLA ReportingKPI ReportingMIS ReportingSLA GovernanceData analyticsSLA
Job Description
Experience
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- 8 years of IT operations or managed services experience, with at least 3 years in a Service Level Management or operational reporting role.
- Demonstrated experience producing governance-ready SLA performance reports for senior client and leadership stakeholders.
- Experience working across multi-tower infrastructure environments with multiple SLA domains.
- Track record of identifying SLA breach risks and driving timely remediation through cross-functional coordination.
Technical & Process Skills
- Strong working knowledge of ITIL-aligned service level management practices.
- Hands-on experience with enterprise ITSM platforms, particularly ServiceNow, for SLA configuration, tracking, and reporting.
- Strong proficiency in reporting and visualization tools: Power BI, ServiceNow Performance Analytics, or equivalent.
- Excellent analytical and communication skills for translating performance data into actionable governance insights.
- ITIL Foundation certification.