Job Description
Job Title:  Immididate joiner for -SERVICE LEVEL MANAGER L2 @Ahemdabad location Only
City:  Ahmedabad
State/Province:  Gujarat
Posting Start Date:  4/30/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

JD-
We are looking for a seasoned Service Level Manager with 8–10 years of IT Service Management experience and a strong ITIL background to drive end-to-end SLA/OLA/UC governance. The ideal candidate will collaborate closely with cross-functional teams to ensure contractual compliance, customer satisfaction, and continuous service improvement.

Key Responsibilities:
- Lead the Service Level Management process, including policy, RACI, controls, and SOPs.
- Define, negotiate, and govern SLAs/OLAs/UCs, ensuring alignment with business outcomes, contracts, and security/compliance standards.
- Chair service review boards and executive governance sessions.
- Translate business requirements into measurable service level targets and maintain traceability across service tiers.
- Build and deliver automated dashboards and periodic service reports for SLA compliance, risk tracking, and trend analysis.
- Drive root cause analysis, corrective actions, and continuous improvement initiatives to optimize service performance and CSAT.
- Ensure robust interlock with ITIL practices (Incident, Problem, Change, Availability, Capacity, Knowledge, etc.)
- Govern data integrity and collaborate with tooling teams for SLA policy configuration.
- Maintain audit-ready evidence and support internal/external compliance reviews.
- Oversee transition and onboarding for new/changed services, calibrating KPIs and baselines.
- Act as the single point of accountability for service performance, stakeholder management, and escalation handling.

Required Experience & Skills:
- 8–10 years in IT Service Management, 5+ years in Service Level Management within enterprise/global accounts.
- Hands-on expertise with contract-based SLAs, penalty regimes, executive communication, and multi-vendor setups.
- Strong proficiency in ServiceNow, Power BI/Excel, and reporting/analytics.
- Track record in driving CSI and recovering challenging SLA trajectories.
- ITIL v3/v4 certification (Mandatory: ITIL 4 Foundation).
- Bonus skills: Availability/Capacity planning, AIOps/Monitoring (Dynatrace, AppDynamics, Splunk).

Behavioral Competencies:
- Executive presence, concise communication, stakeholder negotiation, high ownership, and structured problem-solving.

KPIs:
- SLA compliance, breach reduction, CSAT/NPS targets, reporting timeliness/quality, CSI outcomes, audit readiness.

Education:
- Bachelor’s in Computer Science/IT/Engineering or equivalent experience.

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Mandatory Skills: ITIL Service Level Mgmt .

 

Experience: 5-8 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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