Service Level Manager

Capgemini is an AI-powered global business and technology transformation partner with over 420,000 team members in more than 50 countries. The company delivers end-to-end services and solutions with deep industry expertise and a strong partner ecosystem, leveraging capabilities across strategy, technology, design, engineering, and business operations.

• Experience managing service level agreements (SLA), operational level agreements (OLA), and service performance reporting.
• Ability to analyze performance data and provide meaningful insights, recommendations, and reporting to stakeholders and leadership.
• Strong stakeholder management skills to collaborate effectively with customers, business partners, and IT teams.
• Confidence in leading governance meetings and driving discussions around service performance and improvement actions.
• Ownership of processes and ensuring timely delivery of contractual service management obligations.
• Continuous improvement mindset to enhance reporting quality, efficiency, and service performance.
• Skilled in documenting and maintaining reporting processes, standards, and implementation requirements.
• Ability to support service level negotiations and contribute to achieving agreed KPI, SLA, and OLA targets.
• ITIL 4 certification is an advantage.

• Monitor SLA performance to ensure compliance with business, organizational, and contractual requirements.
• Collaborate with IT teams and clients to define, maintain, and optimize SLA and OLA agreements.
• Drive SLA operations in line with agreed contractual commitments and service targets.
• Lead continuous improvement of reporting, ratification, and service level measurement processes.
• Provide clear visibility of service performance to management and leadership through regular reporting.
• Organize and facilitate weekly and monthly governance meetings with customers and onshore stakeholders.
• Own the design, implementation, and maintenance of service level reporting documentation, policies, processes, and procedures.
• Act as an escalation point for service transitions and migration projects, identifying and implementing reporting and performance improvement opportunities.

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices by evaluating individuals based on qualifications and performance, not personal characteristics.