Job Description
Job Title:  SERVICE LEVEL MANAGER L3
City:  Pune
State/Province:  Maharashtra
Posting Start Date:  6/10/26
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

ITIL Service Level Management – Strategic planning and governance for SLAs.
AI/ML & Predictive Analytics – Advanced application for SLA forecasting and optimization.
Automation & AIOps Leadership – Driving automation adoption for SLA processes.
Compliance & Risk Management – Expertise in regulatory adherence and proactive risk mitigation.
Leadership & Communication – Ability to influence, innovate, and lead cross-functional initiatives

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SLA Improvement Plan, Maintain SLA's, OLA's , UC records,Updated SLA and OLA, Escalation Records, SLM handbook, SLA exceptions/on hold approvals from customer,SLA Exception reporting & discussions with customer,  SLA breach analysis,RCA summaries, ,Understanding of agreed penalties/credits, Conduct periodic SLA reviews, Maintain CRs for updated SLAs,

 

    8-10 years of service delivery experience
•    Expertise on ITIL Process’s SLAs & KPIs about measurability, achievability & reporting as per the frequency
•    Experience in Predictive Analysis of the tickets to pre-active avoidance of SLA misses
•    Experience in Service Reporting from any of the ITSM Tool; BMC Remedy/ ServiceNow/ HPSM
•    Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
•    Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered 

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Mandatory Skills: ITIL Service Level Mgmt .

 

Experience: 8-10 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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