Specialist - Cloud & Infra Management

Service Level Manager

Role Summary

The Service Level Manager is responsible for governing and continuously improving end-to-end service performance across cloud operations. The role ensures cloud services are delivered in alignment with agreed Service Level Agreements (SLAs), operational commitments, and customer expectations. Working closely with delivery teams, platform owners, support teams, and client stakeholders, the Service Level Manager drives service quality, governance, compliance, operational excellence, and continuous improvement across the cloud environment.

Key Responsibilities

• Own and manage SLAs, OLAs, KPIs, and service governance frameworks for cloud services.
• Monitor and analyse service performance across incidents, service requests, availability, response times, resolution times, and operational compliance.
• Lead periodic service review meetings with internal and customer stakeholders.
• Identify service trends, recurring issues, and improvement opportunities; drive corrective and preventive actions.
• Collaborate with Cloud Operations, Engineering, Security, and Service Management teams to improve service stability and user experience.
• Ensure governance and compliance across Incident, Problem, Change, and Escalation Management processes.
• Publish regular service performance dashboards, reports, and executive summaries.
• Serve as the primary point of contact for service-related escalations, ensuring timely communication and resolution.
• Support transition, onboarding, and operational readiness activities for new cloud services and projects.
• Drive Continuous Service Improvement (CSI) initiatives focused on service quality, customer satisfaction, and operational efficiency.
• Ensure service delivery aligns with security, compliance, audit, and contractual obligations.

Primary Skills

• Service Level Management (SLA, OLA, KPI Governance)
• ITIL / ITSM Certification and Practices
• Cloud Operations and Managed Services Governance
• Incident, Problem, Change, and Escalation Management
• Service Reporting, Dashboarding, and Performance Analytics
• Stakeholder and Customer Management
• Continuous Service Improvement (CSI)
• Operational Governance and Service Reviews
• Secondary Skills
• Knowledge of cloud platforms such as Microsoft Azure, AWS, or Google Cloud Platform (GCP)
• Understanding of availability, resilience, backup, and disaster recovery concepts
• Exposure to monitoring, alerting, and operational management tools
• Risk, compliance, and audit awareness
• Vendor management and cross-functional collaboration
• Transition management and operational readiness support
• Automation and process improvement mindset
• Strong communication, documentation, presentation, and reporting skills

Preferred Location

• Pune
• Bangalore

Ideal Candidate Profile

• 8-12+ years of experience in IT Service Management, Cloud Operations, or Managed Services.
• Strong understanding of ITIL processes and service governance.
• Experience managing customer-facing service reviews and operational governance forums.
• Proven ability to drive service improvement initiatives and stakeholder engagement.
• Exposure to enterprise cloud environments and managed services operations.

This role is well suited for professionals with experience in Service Delivery, Cloud Operations Governance, ITSM, and customer-facing operational leadership.

Location: Costa Rica

Work Model: Hybrid

Hiring Model: FTE

Client: P&G