Industry/Sector
Not ApplicableSpecialism
Managed ServicesManagement Level
Senior ManagerJob Description & Summary
At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
SLM and Reporting:
Role Overview
The Service Level Management (SLM) & Reporting Lead is responsible for end-to-end monitoring, analysis, and reporting of IT service performance. This role ensures service levels are accurately measured, proactively managed, and continuously improved through data-driven insights, strong governance, and close collaboration with stakeholders and service partners.
Key Responsibilities
Own and manage service level monitoring and reporting across IT services, ensuring accuracy, completeness, and transparency
Track and report service performance against agreed SLAs, KPIs, and common service levels
Develop, document, and maintain SLM procedures, metrics, and reporting standards, aligned to service management policies
Define and manage data sets and input variables for service level measurement and reporting
Implement trend analysis and early-warning indicators to proactively identify potential SLA risks and breaches
Produce clear, accurate, and timely service performance reports for operational and leadership reviews
Lead monthly service level reviews and recommend improvement actions across services and suppliers
Drive and track service level improvement plans, ensuring timely implementation and measurable outcomes
Enable integrated dashboards and performance analytics, leveraging automation and smart reporting tools
Ensure stakeholders have access to reliable performance data and reporting systems
Deliver quarterly service performance improvement reports highlighting trends, improvements, and optimization opportunities
Ensure ongoing reporting compliance and data validation, supporting audit and governance requirements
Required Skills & Experience
8+ years of experience in Service Level Management, Reporting, or ITSM roles
Proven ability to manage SLA/KPI monitoring, reporting, and improvement planning
Strong analytical skills with experience in trend analysis and performance insights
Experience working with ITSM tools and reporting dashboards (e.g., ServiceNow or similar)
Demonstrated experience in Client Data Protection (CDP) and adherence to data privacy, security, and compliance standards
Excellent stakeholder communication and coordination skills
Experience working in large, complex, or multi-vendor IT environments
Experience supporting 24x5 global operations
Preferred Qualifications
ITIL certification (ITIL 4 preferred)
Experience with service analytics, automation, or performance reporting platforms
Travel Requirements
Not SpecifiedJob Posting End Date
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