Service Level Manager

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