[Hiring] Service Level Management Lead @Agama Solutions

Role Description

The Service Level Management Lead / SRE will be responsible for overseeing the Service Level Management framework aligned with ITIL principles, ensuring clarity and accountability in service delivery.

• Own the Service Level Management framework aligned with ITIL principles, including policies, processes, and governance.
• Define and negotiate SLAs, SLOs, and OLAs with internal teams and external vendors.
• Develop and operationalize processes for monitoring, reporting, and improving service performance against agreed targets.
• Create advanced dashboards in PowerBI to visualize SLA/SLO compliance, service performance trends, and risk indicators.
• Analyze service performance data to identify trends, gaps, and improvement opportunities; provide executive-level insights and recommendations.
• Collaborate with Availability Management Lead, Architects, DevOps, SRE, and Application teams.
• Integrate Service Level Management practices into ITSM workflows, including Incident, Problem, and Change Management.
• Drive continual improvement initiatives to enhance service quality and customer satisfaction.
• Present SLA performance, risks, and improvement plans to technical teams and executive leadership.
• Mentor team members on service level principles, reporting, and customer-centric delivery.

Qualifications

• Strong background in Infrastructure, Cloud, and Operations within enterprise environments.
• Deep expertise in Service Level Management and ITIL-based service delivery.
• Experience with ServiceNow.
• Experience defining and managing SLAs, OLAs, and vendor agreements.
• Proficiency in monitoring, reporting, and analytics tools (PowerBI required).
• Excellent communication and stakeholder management skills.
• Ability to work cross-functionally and influence service quality improvements.
• ITIL certification.

Company Description