Primary Skills

• PMO; SLM & Service Now Reporting
• SLA Development: Collaborate with stakeholders to define; document; and negotiate SLAs and key performance indicators (KPIs) based on business requirements and priorities.
• Performance Analytics: Should know about the module and have Hands-on experience on PA module in ServiceNow Tool

Secondary Skills

• Service Now
• Performance Analysis: Conduct in-depth analysis of service performance data to identify patterns; areas of improvement; and potential risks.
• Recommend and implement strategies to enhance service quality.
• Stakeholder Collaboration: Work closely with cross-functional teams; including IT; operations; and business units; to align SLAs with organizational objectives and ensure that service levels meet business needs.

Job Description

• Escalation Management: Develop and implement procedures for escalating and resolving service-related issues.
• Collaborate with teams to address incidents and prevent future occurrences.
• Continuous Improvement: Proactively identify opportunities for process improvements and efficiencies in service level management.
  Implement best practices and industry standards to optimize service delivery.
• Documentation: Maintain accurate and up-to-date documentation of SLAs; KPIs; and related processes.
  Ensure that documentation is accessible to relevant stakeholders.