Track Lead - ServiceNow, IT Service Management

Job Summary

Service Level Management Lead:

1.SLA Administration: Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

1. Performance Monitoring: Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3**. Breach Management**: Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence.

1. Stakeholder Governance: Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors.

2. Reporting: Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6.Continuous Improvement: Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

1. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

Key Responsibilities

Service Level Management Lead:

1.SLA Administration: Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

1. Performance Monitoring: Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3**. Breach Management**: Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence.

1. Stakeholder Governance: Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors.

2. Reporting: Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6.Continuous Improvement: Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

1. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

Skill Requirements

Service Level Management Lead:

1.SLA Administration: Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

1. Performance Monitoring: Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3**. Breach Management**: Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence.

1. Stakeholder Governance: Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors.

2. Reporting: Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6.Continuous Improvement: Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

1. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.

Other Requirements

Service Level Management Lead:

1.SLA Administration: Draft, negotiate, and standardize Service Level Agreements, maintaining a structured inventory of contracts and service catalogues.

1. Performance Monitoring: Oversee end-to-end SLA compliance by tracking key metrics (e.g., uptime, resolution timelines, latency) using tracking dashboards and reports.

3**. Breach Management**: Perform gap analysis on SLA breaches, conduct root cause analysis (RCA), and recommend actions to prevent recurrence.

1. Stakeholder Governance: Facilitate weekly or monthly governance and service performance review meetings with onshore/offshore teams, clients, and vendors.

2. Reporting: Generate regular reports to ensure transparency and visibility of service delivery performance to senior leadership.

6.Continuous Improvement: Streamline processes through automation, process standardization, and the alignment of ITIL best practices (e.g., Incident, Problem, and Change Management)

1. Resource and Workload Management : Planning the workflow and efficient utilization of the team . Trainings and sessions for service enhancement by resources.