Service Level Manager

Cognizant; Chennai District, Bengaluru; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Cognizant in Chennai and Bangalore is seeking an experienced Service Level Management professional with 6 to 9 years of hands-on experience. Immediate joiners only preferred, with location flexibility between Chennai and Bangalore.

You will design and negotiate SLAs/OLAs, implement dashboards for real-time SLA tracking, monitor metrics, and drive governance with IT delivery and business stakeholders. Strong negotiation and reporting skills are essential.

Qualifications

• 6–9 years of experience in SLA management or related fields.
• Immediate joiners only.
• Location: Chennai & Bangalore, India.

Responsibilities

• Design and negotiate SLAs, OLAs, and underpinning contracts.
• Set targets for availability, capacity, response, and resolution times.
• Configure dashboards and reports for real-time SLA tracking.
• Coordinate regular service reviews with stakeholders.
• Ensure compliance with contractual and regulatory obligations.
• Act as liaison between IT service delivery and business customers.

Skills

SLA Design

SLA Negotiation

Service Reporting

Relationship Management

Stakeholder Communication

Job description

Primary Skill: Service Level Management (SLM), Service Reporting & Analytics

Location: Chennai and Bangalore

Experience: 6 to 9 years

Notice Period: Immediate Joiners only

Key Responsibilities

• SLA Design & Negotiation
• Develop and document SLAs, operational level agreements (OLAs), and underpinning contracts
• Facilitate SLA workshops with business units and technical teams to establish requirements
• Negotiate targets for availability, capacity, response, and resolution times
• Ensure alignment of SLAs with business objectives and regulatory requirements
• SLA Monitoring & Reporting
• Configure dashboards and reports for real-time SLA performance tracking
• Review daily, weekly, and monthly service metrics against targets
• Highlight SLA breaches, trends, and emerging risks to stakeholders
• Distribute performance reports to IT leadership and business owners
• Relationship Management
• Act as primary liaison between IT service delivery teams and business customers
• Coordinate regular service review meetings with key stakeholders

• Governance & Compliance
• Establish and maintain policies, procedures, and templates for SLA management
• Ensure all service commitments comply with contractual and regulatory obligations