SLM Reporting & Performance Analytics | 5.6 to 9 years | Pune, Mumbai & Bangalore
Capgemini
2 - 5 years
Bengaluru
Posted: 05/02/2025
Job Description
Primary Skill
sPMO; SLM & Service Now ReportingSLA Development: Collaborate with stakeholders to define; document; and negotiate SLAs and key performance indicators (KPIs) based on business requirements and priorities.Performance Analytics: Should know about the module and have Hands-on experience on PA module in ServiceNow ToolSecondary SkillsService NowPerformance Analysis: Conduct in-depth analysis of service performance data to identify patterns; areas of improvement; and potential risks. Recommend and implement strategies to enhance service quality.Stakeholder Collaboration: Work closely with cross-functional teams; including IT; operations; and business units; to align SLAs with organizational objectives and ensure that service levels meet business needs.
Job Description
Escalation Management: Develop and implement procedures for escalating and resolving service-related issues. Collaborate with teams to address incidents and prevent future occurrences.Continuous Improvement: Proactively identify opportunities for process improvements and efficiencies in service level management. Implement best practices and industry standards to optimize service delivery.Documentation: Maintain accurate and up-to-date documentation of SLAs; KPIs; and related processes. Ensure that documentation is accessible to relevant stakeholders.
About Company
Capgemini is a global leader in consulting, technology services, and digital transformation. Headquartered in Paris, France, Capgemini provides a wide range of services, including IT consulting, managed services, business process outsourcing, and digital transformation solutions. With over 360,000 employees across more than 50 countries, the company focuses on helping organizations innovate and transform their businesses to remain competitive in a rapidly changing digital landscape. Capgemini is known for its expertise in cloud computing, AI, cybersecurity, and other emerging technologies, working closely with clients to develop sustainable and cutting-edge solutions.
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