Service Level Management

Coforge; Greater Noida; On-site; INR 2,000,000 - 2,800,000; Full time

Job summary

Coforge is seeking a Service Level Manager to drive proactive service level management across applications, infrastructure, and data warehouse services. The role focuses on improving SLA and OLA performance, preventing breaches, and delivering executive dashboards to enable informed decisions.

The ideal candidate will have 4+ years in ITIL/ITSM, strong ServiceNow reporting skills, and excellent stakeholder communication abilities. This is an on-site position at Greater Noida, India.

Qualifications

• Minimum 4 years in Service Level Management or Service Delivery.
• Strong ITIL knowledge and ITSM processes.
• Experience with Incident, Problem and Change management.
• Proven ServiceNow reporting and dashboard experience.
• Excellent stakeholder management and executive communication skills.
• ITIL v4 certification preferred.

Responsibilities

• Own and improve SLA, OLA, and KPI performance across service towers.
• Proactively identify and prevent SLA breaches through trend analysis and governance.
• Develop and maintain executive ServiceNow dashboards and reporting.
• Analyze service performance and recommend continual service improvements (CSI).
• Partner with Incident, Problem, and Change Management to improve operations.
• Ensure ITIL process compliance and governance across ITSM practices.
• Present service performance, risks, and improvement plans to leadership.

Skills

ITIL/ITSM

ServiceNow

Reporting

Stakeholder mgmt

Executive comms

Incident mgmt

Job description

Experience: minimum of 4 years in Service Level Management or Service Delivery.

Location : Gr Noida

Notice : Immediate - 30 Days

Role Purpose

The Service Level Manager will be responsible for driving proactive Service Level Management across Applications, Infrastructure, and Data Warehouse services. The role focuses on improving SLA and OLA performance, preventing service breaches, enhancing ServiceNow reporting and executive dashboards, and driving continual service improvement through ITIL best practices.

Key Responsibilities

• Own and improve SLA, OLA, and KPI performance across all service towers.
• Proactively identify and prevent SLA breaches through trend analysis and governance.
• Develop and maintain executive-level ServiceNow dashboards and reporting.
• Analyse service performance and recommend continual service improvements (CSI).
• Partner with Incident, Problem, and Change Management teams to improve operational performance.
• Ensure ITIL process compliance and governance across ITSM practices.
• Present service performance, risks, and improvement plans to leadership.

Skills & Qualifications

• Strong ITIL and ITSM knowledge.
• Extensive ServiceNow reporting and dashboard experience.
• Experience in Incident, Problem, Change, and Service Level Management.
• Strong analytical, stakeholder management, and executive communication skills.
• ITIL v4 certification preferred.