Service Level Manager

About the role

Kyndryl runs and reimagines the mission-critical technology systems used by leading businesses, and is looking for a Service Level Manager in Bangkok. The role manages, monitors and continuously improves service performance against Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and customer expectations, acting as a bridge between customers, service delivery teams, vendors and internal stakeholders.

Key responsibilities

• Define, review and manage SLAs, OLAs, service commitments and performance targets with customers and delivery teams.
• Monitor service performance against targets such as availability, response and resolution times, incident trends, quality and customer satisfaction.
• Prepare and present service reports, performance dashboards, SLA attainment summaries and improvement updates.
• Analyse service gaps, root causes and coordinate corrective actions with service owners, technical teams and vendors.
• Facilitate service review meetings covering SLA performance, risks, issues and agreed actions.
• Support contract governance by tracking obligations, reporting SLA breaches, coordinating remediation and escalating risks.
• Work with Incident, Problem, Change, Capacity, Availability and Continual Improvement teams, and maintain the service level management framework.
• Manage customer expectations and drive continuous improvement.

Required profile

• Bachelor's degree in IT, computer science, business administration, engineering or a related field.
• Minimum 5 years of experience in IT service management, service delivery, service operations or a similar role.
• Strong practical knowledge of ITIL practices, especially Service Level Management, Incident and Problem Management, Change Enablement, Service Reporting and Continual Improvement.
• Experience managing SLAs, service metrics, service reviews and customer-facing governance, and interpreting contractual obligations into measurable targets.
• Strong analytical, stakeholder management, communication and presentation skills, and cross-functional teamwork.
• Preferred: ITIL certification, PMP, PRINCE2 or Agile certification, and experience in managed services, SIAM, cloud operations or enterprise service delivery.

Required skills

• Proficiency in Microsoft Office tools and ITSM platforms such as ServiceNow, Jira Service Management or BMC Remedy.
• Creating dashboards, scorecards and KPI reports; preferred: automated SLA reporting and dashboards with ServiceNow Performance Analytics, Power BI and Power Automate.