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Title:  Service Level Manager - L1

Requisition ID:  73705
City:  Pune
Country/Region:  IN
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

Please find the JD below

  1. Service Level Management (SLM) Manager
    1. RESPONSIBILITIES
  • Develop the SLA governance and the related Metrics / KPIs
  • Document, agree, monitor, measure, report and review the level of IT services provided to the customer as per the Governance model agreed
  • Provide and improve relationship and communication with the business and customers
  • Ensure that specific and measurable targets are developed for all IT services
  • Monitor and improve customer satisfaction with the quality of service delivered
  • Monitor service performance against SLAs
  • Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
  • Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
  • Determine, document and agree requirements for new services and produce SLRs
  • Review and revise underpinning agreements and service scope, Produce service reports
  • Conduct service reviews and instigate improvements within an overall SIP
  1. KEY SKILLS AND COMPETENCIES
  • 8-10 years of service delivery experience
  • Knowledge of ITIL Processes knowhow
  • Should have good communication skills.
  • Shows great commitment to the work
  • Analytical and problem-solving capabilities
  • Strong interpersonal skills, tenacity and flexibility.
  • Graduate in any discipline
  • PMP / GB / BB certification would be preferred
  • Proficient in MS Word, Excel, Access, PowerPoint.

Loaction :- pune

EXP :- 7+ 

RAte :- wipro rate 

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Do:

- Proactively assist in the development, implementation, management and evaluation of the Wellbeing and Resilience Programs and initiatives for all employees at the Cebu location, from Managers to the Reviewers.
- Liaison and partner with the identified internal and external stakeholders- like the business and operations teams and third-party vendors - to ensure the smooth execution of the Wellbeing and Resilience programs.
- Have open, timely and effective communication and proactively give feedback, as this is critical to the success of these programs.
- Though direct clinical work will be minimal, [ as we have a third-party vendor that provides the counselling and therapeutic services] a strong understanding of clinical aspects is required as you assess the effectiveness of this third-party vendor and partner with them closely to obtain feedback and co-create innovative programs that meet ongoing needs. as required, will develop innovative and impactful mental health campaigns that we will run for our people.

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Mandatory Skills: ITIL Service Level Mgmt .

 

Experience: 3-5 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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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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.

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