Senior Consultant
Core
Managing, monitoring, and improving service level performance across business services, suppliers, and internal delivery teams to ensure SLAs, OLAs, and KPIs are met.
Role type
Senior Service Level Management Lead
Builds
Service performance transparency and governance frameworks
Domain
IT Service Management (ITSM) / Managed Services
Deliverable
dashboards & analysis
Required skills
Service Level Management principles, ITIL 4 practices, supplier governance, analytical skills, stakeholder management, ITSM tools proficiency, multi-supplier operating models
Preferred skills
ServiceNow Performance Analytics, Power BI, Excel, continual improvement mindset
Technologies
ServiceNow, Power BI, Excel, PowerPoint
Responsibilities
Manage day-to-day Service Level Management activities, define and maintain SLAs/OLAs/XLAs, monitor service performance and identify breaches, prepare service performance reports and governance packs, facilitate service level review meetings, coordinate with suppliers on performance submissions, support continual improvement initiatives.
Seniority
Senior, hands-on IC