Job Description
Job Title:  SERVICE LEVEL MANAGER L3
City:  Edinburgh
State/Province:  Midlothian
Posting Start Date:  4/24/26
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: 

Role Summary:

 

The Service Delivery Lead is responsible for end-to-end delivery, governance, and continuous improvement of IT services, ensuring services are delivered reliably, efficiently, and in line with agreed SLAs, KPIs, and business outcomes. The role combines strong ITIL-based service management, delivery ownership, stakeholder leadership, and operational resilience.

 

Key Responsibilities:

 

  • Own end-to-end service delivery for assigned accounts, applications, or platforms.
  • Ensure services meet agreed SLAs, OLAs, KPIs, and contractual commitments.
  • Act as the single point of accountability for service performance and delivery outcomes.
  • Ensure effective execution of ITIL processes including Incident, Problem, Change, Request, and Knowledge Management.
  • Govern major incidents, service disruptions, and escalations through structured processes.
  • Lead Root Cause Analysis (RCA) and ensure preventive and corrective actions are implemented.
  • Serve as the primary interface with senior business and technology stakeholders.
  • Lead service review meetings, present performance metrics, risks, and improvement plans.
  • Build strong, trusted relationships through transparent communication and proactive engagement.
  • Drive Continuous Service Improvement (CSI) initiatives based on service data, trends, and customer feedback.
  • Identify inefficiencies, risks, and opportunities to improve service quality, stability, and cost effectiveness.
  • Embed a culture of accountability, ownership, and service excellence across teams.
  • Identify and manage delivery risks, dependencies, and operational vulnerabilities.
  • Support service continuity, disaster recovery, and operational resilience planning.
  • Ensure compliance with internal governance, audit, security, and regulatory requirements.
  • Provide leadership and direction to delivery, operations, and support teams.
  • Coordinate with cross-functional teams, vendors, and third parties to resolve issues.
  • Support performance management, capability building, and team engagement initiatives.

 

Required Skills & Experience:

 

  • Strong experience in Service Delivery Management within enterprise or regulated environments.
  • Solid understanding and practical application of ITIL Service Management frameworks.
  • Proven ability to manage SLAs, operational metrics, escalations, and complex stakeholders.

 

Certifications:

  • ITIL v3 or ITIL 4 Foundation (mandatory).
  • Advanced ITIL certifications or service management credentials (preferred).
Mandatory Skills: ITIL Service Level Mgmt .

 

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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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.