SLM and Reporting Developer

Purpose

Define, track, and report service commitments; produce operational and executive performance insights.

Scope of Work

Draft SLAs/OLAs/UCs with business and suppliers.

Build dashboards and reports (SLA attainment, trends, risk indicators).

Manage service reviews; drive service improvement plans (SIPs).

Ensure data quality from monitoring and ITSM tools.

Key Responsibilities

Maintain service catalogue and underpinning contracts alignment.

Provide monthly/quarterly service reviews with narrative and actions.

Support audit/compliance reporting.

Deliverables

SLA/OLA documents; monthly scorecards; SIPs; data quality audits.

KPIs

SLA attainment %; data accuracy; reporting timeliness; SIP closure rate.

JD Requirements

68+ years in SLM/Reporting; strong BI (Power BI/Excel), ITSM data models.

Stakeholder engagement and contractual literacy.