DTICI_Global SIAM_SLM_T7

The Service Level Management (SLM) Process Coordinator is responsible for ensuring that agreed service levels are defined, monitored, reported, and continuously improved. The role focuses on SLA/KPI governance, service performance tracking, and coordination with service providers and stakeholders to ensure service delivery meets business expectations within a SIAM or multi-vendor environment.

Key Responsibilities

1. SLM Process Coordination

• Manage end-to-end Service Level Management lifecycle
• Support definition, documentation, and maintenance of SLAs, OLAs, and KPIs
• Ensure alignment of service levels with business requirements
• Maintain service level documentation and agreements

1. SLA Monitoring & Compliance

• Monitor SLA/KPI performance across services and providers
• Track breaches and ensure corrective actions are initiated
• Validate SLA data accuracy and measurement methodology
• Ensure compliance with contractual obligations

1. Reporting & Dashboard Management

• Prepare and publish daily, weekly, and monthly service reports
• Develop and maintain dashboards using tools like Power BI
• Provide insights on service performance trends and risks
• Support executive-level reporting and governance decks

1. Stakeholder & Vendor Coordination

• Coordinate with service providers to review SLA performance
• Act as a liaison between business stakeholders and IT teams
• Facilitate service review meetings and governance forums
• Ensure alignment across multiple vendors in a SIAM model

1. Service Review & Governance

• Support service review meetings (weekly/monthly/quarterly)
• Track action items and improvement plans
• Ensure accountability for SLA commitments
• Maintain governance documentation and records

1. Continuous Service Improvement (CSI)

• Identify trends and areas for service improvement
• Drive Service Improvement Plans (SIPs)
• Recommend process and performance enhancements
• Support automation and optimization initiatives

1. Data Analysis & Insights

• Analyze service performance data and identify patterns
• Correlate SLA breaches with incidents, changes, or problems
• Provide actionable insights to improve service quality

1. Process Integration

• Ensure integration with:
• Incident Management (SLA adherence)
• Problem Management (recurring SLA breaches)
• Change Management (impact on SLAs)
• Align SLM activities with overall ITSM processes

1. Tool & Process Governance

• Work with tools like ServiceNow, Power BI, Excel
• Ensure proper configuration of SLA definitions in ITSM tools
• Maintain data quality and audit readiness

Required Skills

• Strong understanding of ITIL Service Level Management (SLM)
• Experience in SLA/KPI definition and reporting
• Hands-on experience with Power BI / reporting tools
• Experience with ITSM tools (ServiceNow preferred)
• Strong analytical and data interpretation skills
• Excellent communication and stakeholder management
• Good understanding of SIAM governance model

Qualification

• Bachelor’s degree in Computer Science, Information Technology, or related field
• ITIL Certification (Mandatory – ITIL v3/v4 Foundation or above)
• Certification in Service Level Management / ITSM (preferred)

Experience

• Minimum 8–12 years of experience in IT Service Management
• Strong experience in Service Level Management (SLM) process coordination
• Exposure to SIAM / multi-vendor environment (preferred)
• Hands-on experience with reporting and ITSM tools like ServiceNow, Power BI, Excel