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Service Level Manager - L1

Service Level Manager - L1

Wipro

3 - 5 years

6 - 10 Lacs

Pune

Posted:2 days ago| Platform:

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Skills Required

service level management service delivery aspect itil wfm project management avaya cms workforce management problem management change management real time analysis itsm incident management service delivery management rta sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Please find the JD below

Service Level Management (SLM) Manager

RESPONSIBILITIES

Develop the SLA governance and the related Metrics / KPIs

Document, agree, monitor, measure, report and review the level of IT services provided to the customer as per the Governance model agreed

Provide and improve relationship and communication with the business and customers

Ensure that specific and measurable targets are developed for all IT services

Monitor and improve customer satisfaction with the quality of service delivered

Monitor service performance against SLAs

Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered

Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so

Determine, document and agree requirements for new services and produceSLRs

Review and revise underpinning agreements and service scope, Produce service reports

Conduct service reviews and instigate improvements within an overall SIP

KEY S AND COMPETENCIES

8-10 years of service delivery experience

Knowledge of ITIL Processes knowhow

Should have good communication skills.

Shows great commitment to the work

Analytical and problem-solving capabilities

Strong interpersonal skills, tenacity and flexibility.

Graduate in any discipline

PMP / GB / BB certification would be preferred

Proficient in MS Word, Excel, Access, PowerPoint.

Loaction :- puneEXP :- 7+RAte :- wipro rate
Do:
- Proactively assist in the development, implementation, management and evaluation of the Wellbeing and Resilience Programs and initiatives for all employees at the Cebu location, from Managers to the Reviewers.
- Liaison and partner with the identified internal and external stakeholders- like the business and operations teams and third-party vendors - to ensure the smooth execution of the Wellbeing and Resilience programs.- Have open, timely and effective communication and proactively give feedback, as this is critical to the success of these programs.- Though direct clinical work will be minimal, [ as we have a third-party vendor that provides the counselling and therapeutic services] a strong understanding of clinical aspects is required as you assess the effectiveness of this third-party vendor and partner with them closely to obtain feedback and co-create innovative programs that meet ongoing needs. as required, will develop innovative and impactful mental health campaigns that we will run for our people.



Mandatory Skills:

ITIL Service Level Mgmt.
Experience3-5 Years.

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Wipro

Information Technology & Services

Bengaluru

250,000+ Employees

12169 Jobs

Key People

Thierry Delaporte

CEO & Managing Director
Jatin Dalal

Chief Financial Officer
Saurabh Govil

Chief Human Resources Officer
Ravi Venkatesan

Chairman

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Service Level Manager - L1