Job Description

We are looking for a Junior Service Level Manager to join our IT Service Management (ITSM) team with 6-8 years of experience to support our data management, reporting, and service level management processes. The ideal candidate should have strong Microsoft Excel skills, flexibility, and the ability to work closely with mid-level and management teams to understand reporting needs and provide actionable insights. This role is essential for ensuring accurate and timely reporting while maintaining service quality standards.

Key Responsibilities:
? Collaborate with the IT Service Management team to support SLAs and performance metrics monitoring.
? Create and maintain Excel-based reports and dashboards to track service levels and operational performance.
? Work closely with mid-level and management teams to gather reporting requirements and provide tailored solutions.
? Analyze service level data to identify trends and recommend improvements in IT services. ? Ensure data accuracy, consistency, and reliability across reports, dashboards, and service records.
? Contribute to the Service Level Management process by assisting with reviews, escalations, and improvement initiatives.
? Stay updated on ITSM tools, best practices, and relevant trends to enhance reporting and service delivery processes.
? Maintain process documentation and workflows related to ITSM reporting and service management.

Requirements:
?

6-8 years of experience in data analysis, reporting, or service level management, preferably within an IT Service Management (ITSM) environment.

? Advanced proficiency in Microsoft Excel, including the ability to: o Create and optimize complex formulas and nested functions. o Develop and troubleshoot pivot tables and power queries for large datasets. o Use macros/VBA scripting to automate workflows and repetitive tasks. o Generate advanced data visualizations, including dynamic charts and interactive dashboards. o Perform data cleansing, transformation, and integration tasks efficiently.
? Strong analytical and problem-solving skills, including the ability to identify patterns, trends, and actionable insights from complex datasets.
? Ability to work under pressure, manage multiple priorities, and adapt quickly to changing business needs in a fast-paced environment.
? Collaborative mindset, with a proven ability to partner global team effectively with cross-functional teams, including mid-level and senior management, to gather requirements and deliver actionable reports.
? Exposure to

Global SLM team

with effective communication and reporting
? Familiarity with ITSM tools (e.g.,

ServiceNow

, Ivanti) to extract and report on performance metrics.
? Exposure to data visualization tools such as Power BI or Tableau, with the ability to create insightful dashboards, is a plus but not mandatory.

Job Types: Full-time, Permanent

Pay: ?85,000.00 - ?100,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person