Job Description

Job Summary

The Service Level Management (SLM) Process Coordinator is responsible for ensuring that agreed service levels are defined, monitored, reported, and continuously improved. The role focuses on SLA/KPI governance, service performance tracking, and coordination with service providers and stakeholders to ensure service delivery meets business expectations within a SIAM or multi-vendor environment.

Key Responsibilities

1. SLM Process Coordination

• Manage end-to-end Service Level Management lifecycle
• Support definition, documentation, and maintenance of SLAs, OLAs, and KPIs
• Ensure alignment of service levels with business requirements
• Maintain service level documentation and agreements

1. SLA Monitoring & Compliance

• Monitor SLA/KPI performance across services and providers
• Track breaches and ensure corrective actions are initiated
• Validate SLA data accuracy and measurement methodology
• Ensure compliance with contractual obligations

1. Reporting & Dashboard Management

• Prepare and publish daily, weekly, and monthly service reports
• Develop and maintain dashboards using tools like Power BI
• Provide insights on service performance trends and risks
• Support executive-level reporting and governance decks

1. Stakeholder & Vendor Coordination

• Coordinate with service providers to review SLA performance
• Act as a liaison between business stakeholders and IT teams
• Facilitate service review meetings and governance forums
• Ensure alignment across multiple vendors in a SIAM model

1. Service Review & Governance

• Support service review meetings (weekly/monthly/quarterly)
• Track action items and improvement plans
• Ensure accountability for SLA commitments
• Maintain governance documentation and records

1. Continuous Service Improvement (CSI)

• Identify trends and areas for service improvement
• Drive Service Improvement Plans (SIPs)
• Recommend process and performance enhancements
• Support automation and optimization initiatives

1. Data Analysis & Insights

• Analyze service performance data and identify patterns
• Correlate SLA breaches with incidents, changes, or problems
• Provide actionable insights to improve service quality

1. Process Integration

• Ensure integration with:
• Incident Management (SLA adherence)
• Problem Management (recurring SLA breaches)
• Change Management (impact on SLAs)
• Align SLM activities with overall ITSM processes

1. Tool & Process Governance

• Work with tools like ServiceNow, Power BI, Excel
• Ensure proper configuration of SLA definitions in ITSM tools
• Maintain data quality and audit readiness

Experience: 7+years

Education: Bachelor’s Degree

Required Skills

• Strong understanding of ITIL Service Level Management (SLM)
• Experience in SLA/KPI definition and reporting
• Hands-on experience with Power BI / reporting tools
• Experience with ITSM tools (ServiceNow preferred)
• Strong analytical and data interpretation skills
• Excellent communication and stakeholder management
• Good understanding of SIAM governance model