Job Title

SLM/Reporting AnalystKey ResponsibilitiesOwn and manage service level monitoring and reporting across IT services, ensuring accuracy, completeness, and transparencyTrack and report service performance against agreed SLAs, KPIs, and common service levelsDevelop, document, and maintain SLM procedures, metrics, and reporting standards, aligned to service management policiesDefine and manage data sets and input variables required for service level measurement and reportingImplement trend analysis and early-warning indicators to proactively identify potential SLA risks and breachesProduce clear, accurate, and timely service performance reports for operational and leadership reviewsLead monthly service level reviews and recommend improvement actions across services and suppliersDrive and track service level improvement plans, ensuring timely implementation and measurable outcomesEnable integrated dashboards and performance analytics, leveraging automation and smart reporting toolsEnsure stakeholders have access to reliable performance data and reporting systemsDeliver quarterly service performance improvement reports highlighting trends, improvements, and optimization opportunitiesEnsure ongoing reporting compliance and data validation, supporting audit and governance requirementsRequired Skills & Experience2-8 years of experience in Service Level Management, Reporting, or ITSM rolesProven ability to manage SLA/KPI monitoring, reporting, and improvement planningStrong analytical skills with experience in trend analysis and performance insightsExperience working with ITSM tools and reporting dashboards (e.g., ServiceNow or similar)Excellent stakeholder communication and coordination skillsExperience working in large, complex, or multi-vendor IT environmentsWillingness to work in 24x7 shift-based operationsPreferred QualificationsITIL certification (ITIL 4 preferred)Experience with service analytics, automation, or performance reporting platforms