The SLM Coordinator is responsible for supporting the governance and execution of the Service Level Management practice, with a primary focus on KPI reporting, SLA/OLA performance tracking, deviation and variance analysis, and production of analytical insights to drive service improvement and stakeholder visibility.

About the Role: -

The role acts as a central coordination point between IT Operations, Service Owners, and Business stakeholders for performance monitoring and reporting.

Responsibilities

• Support the implementation and operation of ITIL Service Level Management processes.
• Collect, validate, and consolidate SLA / OLA / KPI performance data from multiple teams and tools.
• Prepare and publish weekly, monthly, and quarterly service performance dashboards and reports.
• Perform deviation / variance / breach analysis, identifying patterns and recurring causes.
• Maintain the Service Performance Register and KPI scorecards.
• Support Service Review and Governance Meetings with structured analytical insights.
• Work closely with Incident, Problem, and Availability teams to correlate performance metrics.
• Ensure reporting accuracy, consistency, and alignment with contractual & governance requirements.
• Maintain report automation and calculation logic using advanced Excel models.

Qualifications:

• 2–5 years’ experience in IT Service Management or Reporting & Analytics roles.

Required Skills: -

• Working knowledge of ITIL Service Level Management practices.
• Strong analytical mindset with experience in:
• KPI & SLA tracking and reporting
• Trend and variance analysis
• Root-cause and deviation assessment
• Advanced Excel capability, including:
• Pivot Tables and Lookups
• Data aggregation and validation
• Dashboard & metric visualization
• Trend and deviation calculations
• Experience working with reporting data from ITSM tools such as:
• ServiceNow,
• Remedy,
• Jira,
• Micro Focus SM, or similar.

Preferred Skills:-

• Structured analytical thinking and attention to detail
• Strong documentation and reporting discipline
• Data interpretation and insight generation
• Stakeholder coordination and communication skills
• Continuous improvement and governance mindset

Pay range and compensation package

Role KPIs:-

• Accuracy and timeliness of KPI and SLA reporting cycles
• Number of SLA deviations analyzed with corrective actions tracked
• Consistency and completeness of service performance reporting
• Stakeholder satisfaction with reporting quality and insights

Equal Opportunity Statement

We are committed to diversity and inclusivity.

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