ITSM SLA Reporting Lead
Job Summary
To oversee service level governance and operational reporting, the remote ITSM SLA Tracking & Reporting Lead will manage SLA compliance, KPI measurement, and dashboard development for a large-scale Infrastructure Managed Services engagement.
Key responsibilities
- Own and govern SLAs, OLAs, and service performance metrics, ensuring compliance with contractual commitments
- Monitor, analyze, and report service performance across key infrastructure domains, facilitating service performance reviews and governance activities
- Develop and maintain operational dashboards and executive reports, driving continual service improvement initiatives through data analysis and collaboration
Required qualifications
- 8+ years of experience in IT Service Management (ITSM) or Infrastructure Managed Services
- 5+ years of experience in managing SLA reporting and service performance programs within enterprise IT environments
- Strong knowledge of ITIL-based service management processes
- Hands-on experience with ServiceNow reporting and operational analytics
- Advanced reporting and data analysis skills using tools such as Power BI and Excel
Complete Job Description
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