Job Description

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India\'s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly \'Digital India\' by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.We\'re proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.VIL\'s goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.VIL is an equal opportunity employer committed to diversifying its workforce.RoleAGM - AO (IT Service Management) - SLA management, Audit & ComplianceJob Level/ DesignationM2Function / DepartmentInformation Technology - Application OperationsLocationPuneJob PurposeWe are seeking an experienced IT - Service Level Agreement Manager to oversee the SLAs between our organization and our external service providers. This role will play a critical part in ensuring that our IT services meet agreed service levels with partners and ensure IT services performance and quality, ultimately enhancing our service availability, operational efficiency and customer satisfaction.Key Result Areas/AccountabilitiesSLA Management

• Analyses and reviews Service Performance against the SLAs.
• Develop and manage SLAs for external service providers to align with our business needs and service expectations.
• Collaborate with internal stakeholders to define clear SLA metrics and performance targets.
• Create SLA catalogues for performance measurements and review SLA calculation, SLA exclusions, etc.
• Monitor and analyze service performance against SLA agreements, identifying trends and areas for improvement.
• Conduct regular SLA reviews and meetings with service providers to discuss performance, issues, and opportunities for enhancement.
• Act as the primary point of contact for SLA-related matters, addressing inquiries and escalations promptly and effectively.
• To ensure that SLA data is validated by respective SMEs on time.
• Ensure compliance with SLA terms and conditions, initiating corrective actions as necessary to resolve deviations.
• Provide accurate and timely SLA reporting to management, highlighting performance metrics and improvement initiatives.
• Stay informed about industry best practices in ITSM and SLA management, applying knowledge to optimize service delivery strategies.
• Addresses service level management issues and escalates as appropriate.
• Manage operations for Tool used to upload and approve SLAs.

Audit & Compliance

• Act as the primary point of contact and subject matter expert for audit requests across IT service management functions, including incident management, problem management, change management, SLA management, etc.
• Coordinate and facilitate audit activities related to IT service management processes and SLA compliance, ensuring timely responses and adherence to audit timelines.
• Collaborate with internal stakeholders and external auditors to provide necessary documentation, evidence, and explanations regarding ITSM processes.
• Implement audit recommendations and corrective actions to address findings and enhance ITSM practices.
• Maintain comprehensive audit records, documenting findings, actions taken, and resolutions in alignment with audit requirements and organizational standards.
• Stay updated on regulatory requirements, industry standards, and best practices relevant to IT service management compliances.
• Support continuous improvement initiatives to strengthen audit and compliance processes within the ITSM framework.

Core Competencies, Knowledge, Experience

• Strong knowledge of ITIL principles and best practices
• Excellent communication skills with the ability to interact effectively with technical teams and stakeholders at all levels
• ITIL Foundation certification preferred
• Should have strong reasoning and analytical skills
• Should be proficient in MS Office especially Excel, PowerPoint, Word, etc.

Must have technical / professional qualifications

• Bachelor\'s degree in Computer Science, Information Technology, or a related field.
• Proven experience in SLA management in a corporate IT environment, with at least 5 years of hands-on experience.
• Ability to work independently and collaboratively in a team-oriented environment.
• Strong problem-solving skills and attention to detail.
• Develop/generate MIS reports as per company specified requirements on periodic basis

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Vodafone Idea