Service Level Manager - ITIL & ITSM Operations

Job Overview

We are seeking an experienced Service Level Manager with deep expertise in ITIL and ITSM operations. This role requires 10-12 years of proven professional experience in ITSM, production support, or service operations environments.

Key Responsibilities and Skills

• Lead and govern IT service management practices following ITIL principles.
• Manage service level agreements and ensure compliance with service level governance.
• Utilize ServiceNow ITSM for service management and automate workflows efficiently.
• Leverage Application Performance Monitoring (APM) solutions such as AppDynamics and SigNoz to monitor system performance.
• Work extensively with monitoring and analytics tools including Grafana, Prometheus, Application Insights, Splunk, and SCOM.
• Implement event management, escalation processes, and utilize PagerDuty for alerting and incident response.
• Drive observability strategies, monitoring frameworks, and operational analytics for continuous improvement.
• Lead initiatives for tool consolidation, monitoring transformation, and adoption of Artificial Intelligence for IT Operations (AIOps).
• Engage in strong stakeholder management, prepare executive reports, and oversee vendor governance.

Preferred Experience

Prior experience in sectors such as banking, financial services, digital payments, cloud operations, or Site Reliability Engineering (SRE) settings is advantageous.