Performance Management CoE (SLA Governance)

ISG (Information Services Group); Bengaluru; On-site; INR 4,000,000 - 7,500,000; Full time

Job summary

ISG (Information Services Group) in Bengaluru seeks a Manager – Performance Management CoE to drive SLA governance and service performance across vendors and geographies. You will lead analytics, reporting, and continuous improvement aligned with contractual obligations.

You will build standardized governance frameworks, create executive dashboards in Power BI/Tableau, manage stakeholder forums, and pursue automation opportunities using AI/ML or RPA to raise speed-to-resolution and cost

Qualifications

• Education: Bachelor’s degree in IT, Business, or related field.
• Experience: 10–15 years in IT performance management, SLA/OLA, vendor governance.
• Tools: Proficient in Excel, Power BI, Tableau; ServiceNow knowledge.
• Certifications (preferred): ITIL v4, Six Sigma, PMP, CSM.
• Strong communication and stakeholder management.

Responsibilities

• Lead end-to-end SLA and KPI governance across IT service providers and internal towers.
• Establish and maintain standardized SLA governance frameworks, templates, and dashboards.
• Create executive dashboards and performance scorecards using Power BI, Tableau, or Excel.
• Collaborate with Service Owners, Business Units, Procurement, and Legal for contract compliance.
• Identify automation opportunities in SLA tracking and reporting using AI/ML or RPA tools.

Skills

Excel

Power BI

Tableau

Education

Bachelor's degree in IT, Business, or related field

Tools

ServiceNow

Job description

Performance Management CoE (SLA Governance)

Position Summary

The Manager – Performance Management CoE (Center of Excellence) will be responsible for driving service performance excellence across vendors, functions, and geographies. This role will lead SLA governance, analytics, reporting, and continuous improvement initiatives to ensure alignment with contractual obligations, service quality expectations, and organizational objectives.

Key Responsibilities

SLA Governance and Performance Oversight

• Lead end-to-end SLA and KPI governance across IT service providers and internal towers.
• Ensure accurate, timely reporting and interpretation of performance data.
• Monitor trends, identify performance gaps, and drive corrective action plans with suppliers.

Operational Excellence and CoE Development

• Establish and maintain standardized SLA governance frameworks, templates, and dashboards.
• Develop playbooks, SOPs, and best practices for performance management activities.
• Act as a change agent to build performance-centric culture across the organization.

Analytics, Reporting & Insights

• Manage the performance reporting lifecycle: data collection, validation, analysis, and communication.
• Create executive-level dashboards and performance scorecards using tools like Power BI, Tableau, or Excel.
• Provide actionable insights to business stakeholders and governance forums.

Stakeholder Management

• Collaborate with Service Owners, Business Units, Procurement, and Legal for contract compliance and vendor engagement.
• Conduct QBRs with vendors, presenting performance trends, compliance issues, and improvement plans.
• Ensure transparency and alignment across global and regional teams.

Continuous Improvement & Automation

• Identify automation opportunities in SLA tracking and reporting using AI/ML or RPA tools.
• Drive initiatives to improve speed-to-resolution, customer satisfaction, and cost efficiency.
• Support transformation programs that elevate vendor and service performance.

Required Qualifications

Education: Bachelors in IT, Business, or related field

Experience: 10–15 years in IT performance management, SLA’s, Managed services background, vendor governance

Tools: Strong skills in Excel, Power BI, Tableau, ServiceNow

Knowledge: Deep understanding of SLA/OLA frameworks, ITIL, service delivery

Certifications (preferred): ITIL v4, Six Sigma, PMP, CSM

Key Competencies

• Strategic Thinking and Operational Discipline
• Strong Analytical and Presentation Skills
• Vendor and Stakeholder Relationship Management
• Change Management and Influence
• Communication and Executive Reporting
• Results-Oriented and Collaborative Mindset

Why Join Us

• Lead a high-impact, cross-functional CoE central to our client success.
• Work in a dynamic, data-driven environment with exposure to senior leadership.
• Help shape enterprise-wide service excellence initiatives.