Service Level Manager

Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage and over 420,000 team members in more than 50 countries. The company delivers end-to-end services with deep industry expertise, focusing on AI, 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 teams.
• Strong stakeholder management skills with effective collaboration capabilities across customers, business partners, and IT teams.
• Confident 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 identify opportunities for enhancing 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.

Nice to have:

• ITIL 4 certification.

• 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 aligned with agreed contractual commitments and service targets.
• Lead the 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.