Bangkok, Thailand
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Listing record updated: October 16, 2026. We archive records after 60 days without an update. This date does not confirm that the employer is still hiring.
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Service Level Manager at Kyndryl in Bangkok, responsible for managing, monitoring, and continuously improving service performance against agreed SLAs, OLAs, and customer expectations. The role bridges customers, service delivery teams, vendors, and internal stakeholders to keep services aligned with business objectives and contractual commitments.
The position defines and manages SLAs/OLAs, monitors service performance metrics, prepares reports, identifies performance gaps, coordinates corrective actions, and facilitates service review meetings. It also supports contract governance, collaborates with Incident/Problem/Change/Capacity/Availability teams, maintains the service level management framework, manages customer expectations, and drives continuous improvement initiatives.
Define, review, and manage SLAs, OLAs, service commitments, and related service performance targets with customers and internal delivery teams
Monitor service performance against agreed targets, including availability, response time, resolution time, incident trends, service quality, and customer satisfaction
Prepare and present regular service level reports, performance dashboards, SLA attainment summaries, and service improvement updates to stakeholders
Identify service performance gaps, analyze root causes, and coordinate corrective actions with service owners, technical teams, vendors, and process owners
Drive continuous improvement initiatives to enhance service quality, reduce recurring issues, improve operational efficiency, and strengthen customer confidence
Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field
Minimum 5 years of experience in IT service management, service delivery management, service operations, or a similar role
Strong practical knowledge of ITIL practices, especially Service Level Management, Incident Management, Problem Management, Change Enablement, Service Reporting, and Continual Improvement
Experience managing SLAs, service performance metrics, service review meetings, and customer-facing service governance
Proficiency in Microsoft Office tools, reporting tools, and ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, or similar systems
ITIL Foundation certification; ITIL Managing Professional or ITIL Specialist certification
PMP, PRINCE2, or Agile-related project management certification
Experience in managed services, outsourcing, SIAM, cloud operations, infrastructure services, or enterprise service delivery
Knowledge of Lean, Six Sigma, or continual improvement methodologies
Experience implementing automated SLA reporting and integrated service performance dashboards
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