Service Level Manager

What success looks like in this role:

The Service Level Manager is responsible for establishing, monitoring, reporting, and improving service performance against agreed service commitments. The role ensures service levels, operational targets, customer experience objectives, and governance requirements are effectively managed and aligned with business outcomes.

Key Responsibilities

• Define and maintain SLAs, XLAs, OLAs, and underpinning agreements.
• Monitor, measure, and report service performance using dashboards and KPI reporting.
• Coordinate service reviews with customers, suppliers, and delivery stakeholders.
• Manage SLA risks, identify performance trends, and escalate service concerns.
• Support Service Improvement Plans and continuous service improvement initiatives.
• Analyze customer satisfaction results and recommend corrective actions.
• Work with service owners and delivery teams to improve service quality and performance.
• Support governance activities across multi-provider and enterprise service environments.

You will be successful in this role if you have:

• Degree or equivalent experience in IT, Business, Engineering, or related field.
• Experience in Service Management, Service Delivery, or Service Level Management environments.
• Knowledge of SLA, KPI, XLA, and governance reporting principles.
• Strong analytical, stakeholder management, and communication skills.
• Experience creating management reports, dashboards, and performance presentations.

Preferred Qualifications

• ITIL Foundation certification.
• Experience with ServiceNow reporting or Performance Analytics.
• Knowledge of SIAM and multi-supplier service environments.
• Experience facilitating governance reviews and improvement initiatives.

What do we offer?

• Hybrid working is supported
• Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
• Home office allowance
• Private Health Insurance Generali Premium Package provided for all Unisys associates after 6-months tenure
• Last and foremost, a great team, also a lot of learning and training opportunities

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Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.