ITSM SLA Reporting Lead
Job Summary
To support a large-scale Infrastructure Managed Services environment, the remote ITSM SLA Tracking & Reporting Lead will govern and report on SLAs, OLAs, and KPIs while managing service performance analytics and operational reporting.
Key responsibilities
- Own and govern contractual SLAs, OLAs, KPIs, and XLAs, ensuring accurate measurement and reporting
- Monitor and analyze service performance across various IT operations, identifying trends and improvement opportunities
- Design and maintain operational dashboards and executive scorecards using Power BI to provide actionable insights
Required qualifications
- 7+ years of experience in ITSM reporting, SLA management, or operational analytics
- 3+ years of hands-on experience with ManageEngine ServiceDesk Plus reporting and dashboard development
- Experience in supporting Infrastructure Managed Services or Enterprise Service Desk environments
- Proven ability to deliver executive-level operational reporting and governance presentations
- Experience working in multi-vendor and globally distributed service delivery environments
Complete Job Description
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