Service Level Reporting Manager

9 - 12 Years 1 Opening Hyderabad

Role description

We are seeking a Service Level Reporting Manager to oversee service performance measurement, SLA/KPI reporting, and compliance tracking within the Banking, Financial Services, and Insurance (BFSI) sector. This role is critical in ensuring data-driven insights into service delivery, performance trends, and contractual obligations while collaborating with IT, business, and vendor teams to drive continuous service improvement.

Key Responsibilities

• Define, monitor, and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in line with business and regulatory requirements.
• Develop and maintain service performance dashboards, reports, and scorecards to track SLA and Operational Level Agreement (OLA) compliance.
• Analyze service performance data to identify trends, gaps, and opportunities for improvement.
• Ensure accurate and timely reporting of SLA adherence, incidents, service outages, and recovery metrics.
• Collaborate with IT operations, business units, and vendors to ensure contractual service commitments are met.
• Conduct root cause analysis (RCA) for SLA breaches and recommend corrective action plans.
• Drive service improvement initiatives using data-driven insights and governance mechanisms.
• Support audit and regulatory compliance by maintaining documentation and SLA adherence evidence.
• Enhance automation and data visualization for service reporting using tools like Power BI, Tableau, or ServiceNow.
• Conduct periodic service review meetings with stakeholders to ensure alignment on service performance.

Required Skills & Qualifications

• 5+ years of experience in service reporting, IT service management (ITSM), or performance analytics within the BFSI sector.
• Strong understanding of ITIL processes, service operations, and SLA/KPI frameworks.
• Proficiency in data analysis and reporting tools (Excel, Power BI, Tableau, ServiceNow, or Splunk) and automation techniques.
• Experience in incident management, problem management, and service improvement planning.
• Strong stakeholder management skills, with the ability to engage with senior leadership, clients, and vendors.
• Excellent analytical, communication, and presentation skills.

Preferred Qualifications

• ITIL v3/v4 Foundation or Service Management Certification.
• Experience in contract and vendor management for outsourced IT services.
• Exposure to cloud service reporting (AWS, Azure, GCP) and security compliance tracking.

If you have a strong background in service performance reporting and ITSM within BFSI, we encourage you to apply.

Skills

Power Bi,Excel,Automation

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.