Technology Lead - Service Level & CSI Manager - Romania
Infosys BPM
2 zile în urmă

Job Description

Role Service Level & CSI Manager

Technology IT Service Management, ServiceNow

Location Bucharest

Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together.

Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Roles and Responsibilities :

  • The Service Level Manager & CSI Manager is accountable for the amount and quality of IT service delivered in accordance with established agreements amongst all participants (internal and external to RB) in the service delivery chain.
  • The objective of the SLM is to ensure service levels are managed, monitored, reported and strive to meet the metrics consistently.

    Responsible for monitoring and reporting of performance against the service and operational level objectives (SLO, OLO)s on a real-time and periodic basis.

    Also ensures all CSIs are logged, tracked and benefits are reported

  • Coordinate establishment, maintenance, and review of SLAs and OLAs
  • CI owner of SLAs and OLAs
  • Determine fit of standard services (as defined in Service Catalogue) based on customer's service level requirements, and design custom service as necessary,
  • Monitor, report, and review on the achievement of Service and Operational level objectives,
  • Initiate actions (e.g. RFC, Service Improvement Plan SIP ) to overcome problems identified in meeting service level
  • Analyze the requirements for completeness, ability to design & implement, potential risks and issues, and possible alternatives
  • Guide and handhold offshore team to remotely deliver performance metric reports etc. and review the outcomes
  • Responsible for generating new ideas along with the offshore team to improve the service
  • Ensure timely updating of CSI register
  • Track approved CSIs and ensure benefit reporting

    Skills / Competencies

  • Strong ITSM experience with large Clients
  • Able to drive the quality and innovation initiatives
  • Excellent communication skills
  • ITIL Certified
  • Preferred

  • ServiceNow Awareness
  • Educational Qualifications :

  • Bachelors or master’s degree level or equivalent
  • Why Infosys

    Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation.

    With nearly four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey.

    We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight.

    Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

    To learn more about Infosys and see our ideas in action please visit us at

    All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees.

    Infosys is proud to be an equal opportunity employer.


    State / Region / Province


    Technology Infra ToolAdministration-ITSM ServiceNow

    IL Romania

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