Service Level Manager Job at Alter Domus (Hyderabad)

Job Description

We are seeking a proactive, self-driven Service Level Manager to join our IT Operations team. The Service Level Manager is responsible for defining, negotiating, managing, and reporting on Service Level Agreements (SLAs) and related underpinning contracts to ensure IT services meet agreed business targets and expectations. The role acts as the primary interface between IT, business and the service providers for all service performance and SLA-related matters, with a strong focus on customer trust, regulatory compliance, and operational resilience.

Job Responsibility

Define, negotiate, and maintain SLAs, OLAs, and underpinning contracts for all in-scope IT services
Ensure services are designed and operated to meet agreed service level targets and regulatory expectations (e.g. operational resilience, availability, incident response), working closely with Service Owners, Architects, and Operations teams
Monitor, measure, and report on service performance against SLAs, including availability, response, and resolution targets for critical customer‑facing and regulatory‑sensitive services
Lead regular service review meetings with business stakeholders (operations, front office, risk, compliance) and service providers, presenting performance reports, customer impact, and agreed improvement actions
Identify SLA breaches and performance trends, drive root cause analysis with resolver teams, and track corrective actions and service improvement plans, with explicit focus on customer and business impact
Maintain and evolve the service catalogue and associated service level targets in alignment with product, business, risk, and regulatory priorities
Collaborate with Incident, Problem, Change, Capacity, and Risk Management to ensure end‑to‑end service quality, stability, and compliance with internal policies and industry regulations
Support major incident and post‑incident reviews by providing service impact, customer impact, and SLA context, ensuring clear communication to business, risk, and compliance stakeholders
Manage the annual SLA lifecycle (requirements gathering, negotiation, sign‑off, review, and renewal) in line with services governance, internal control, and audit requirements
Ensure service provider contracts and service commitments support internal SLAs, regulatory obligations, and resilience standards, and that supplier performance is monitored and governed effectively
Promote a culture of customer focus, operational resilience, and continuous service improvement across IT

Requirements

Strong knowledge of ITIL-based IT Service Management, particularly Service Level Management and related processes (Incident, Problem, Change, Availability, Capacity)
Proven experience in an IT service management, service delivery, or operations role
Demonstrable track record of defining and managing SLAs, OLAs, and service provider performance for business‑critical and customer‑facing services
Strong analytical skills, with experience using reporting and monitoring tools to interpret service performance data, identify trends, and quantify business/customer impact
Excellent stakeholder management and communication skills, able to engage credibly with technical teams, business leaders, risk, and compliance
Experience running service review forums and driving service improvement plans to completion in a regulated environment
Good understanding of multi‑supplier or outsourced environments, vendor governance, and third‑party risk management
ITIL Foundation certification required
Degree in Information Technology, Business, or related discipline (or equivalent experience)

Nice to have

Advanced ITIL certifications (e.g. ITIL Intermediate/Practice Manager/Strategist) desirable
Experience or certification in financial services regulation, operational resilience, or risk management (e.g. operational risk, SR11‑7/SS1‑21, DORA/operational resilience frameworks depending on region)

What we offer

Support for professional accreditations
Flexible arrangements, generous holidays, plus an additional day off for your birthday
Continuous mentoring along your career progression
Active sports, events and social committees across our offices
24/7 support available from our Employee Assistance Program
The opportunity to invest in our growth and success through our Employee Share Plan

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