JOB DESCRIPTION: The Service Level Manager (SLM) is a strategic role responsible for defining, governing, and continuously improving service performance through SLA management, advanced analytics, and data visualization. This role transforms operational data into actionable insights through dashboards, data storytelling, and performance intelligence, ensuring IT services consistently meet agreed service levels while enabling data-driven decision-making across ITSM functions.

JOB FOCUS:

• Drive end-to-end SLA governance and performance management

• Define, implement, and monitor SLAs, OLAs, and KPIs across ITSM processes

• Design and deliver intuitive dashboards, scorecards, and service health visualizations

• Apply data storytelling, trend analysis, and predictive analytics to elevate reporting

• Analyze ITSM metrics to identify risks, recurring issues, and optimization opportunities

• Support governance of ITSM processes (Inciden...