Service Level Manager

Job Description Responsibilities

Define, negotiate, and document SLAs, OLAs, and underpinning contracts with internal and external service providers. Monitor service performance against agreed SLAs and KPIs, ensuring timely reporting and escalation of breaches. Conduct regular service reviews with internal teams and external vendors to ensure accountability and continuous service improvement. Analyze service delivery trends and performance data to identify improvement opportunities. Lead initiatives to improve service reliability, responsiveness, and user satisfaction. Ensure alignment between business expectations and IT service delivery capabilities. Maintain a catalog of active services and regularly review the service portfolio for accuracy and relevance. Facilitate service reporting, dashboard creation, and communication to stakeholders and senior management. Contribute to the development and enforcement of ITIL-aligned service management processes. Support incident, problem, and change management functions by providing service-level insights and governance. Continuously monitor and troubleshoot infrastructure services, ensuring optimal performance. Follow established best practices and standards in infrastructure service delivery. Mandatory Skills Description

Bachelor’s degree in a relevant field or equivalent combination of education and experience Typically, 5+ years of relevant work experience in industry, with a minimum of 2 years in a Service Level Manager role Strong understanding of ITIL practices; ITIL v4 Foundation certification required. Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Helix, Cherwell). Excellent analytical, negotiation, and stakeholder management skills. Strong presentation and reporting skills; ability to clearly communicate service performance to both technical and business audiences. Proven ability to manage service performance in complex environments involving multiple vendors and cross-functional teams. Nice-to-Have Skills Description

ITIL Intermediate or Expert-level certifications (e.g., Service Level Management, Continual Service Improvement). At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor asks a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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