Senior Service Level Management (SLM) expert

Responsibilities

We are representing a confidential technology services organization seeking a Senior Service Level Management expert to join their team in Spain. In this role, you will ensure effective governance and continuous control of Help Desk service performance.

Your key responsibilities will include:

• Supporting the definition, maintenance, and governance of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and related KPIs
• Ensuring alignment between service level objectives, operational capabilities, and business expectations
• Monitoring and analyzing service performance, identifying trends, breaches, and improvement opportunities
• Ensuring timely escalation and follow-up of SLA breaches and service risks
• Defining and maintaining dashboards, reports, and evidence of service performance to ensure transparency and traceability
• Contributing to continuous service improvement initiatives by proposing corrective and preventive actions
• Supporting production readiness and service acceptance activities from a service level perspective

What We're Looking For

Required qualifications:

• English proficiency: B2 level or higher
• Minimum 5 years of experience with service management and reporting tools such as Jira, ServiceNow, Confluence, or equivalent ITSM platforms
• Strong analytical skills with ability to interpret service performance data, trends, and thresholds
• Practical knowledge of IT service operations, including incident, request, and problem management processes
• Familiarity with Agile and DevOps delivery models and their impact on service performance and reporting
• Service Level Management (SLA) experience with hands-on expertise in one or more of: SLA definition and negotiation, KPI frameworks, service performance reporting, or continuous service improvement

Preferred qualifications:

• Experience in complex or large-scale service delivery environments
• Experience with regulated, critical, or high-availability services
• Understanding of operational risk, service continuity, and escalation models
• Experience interacting with multiple stakeholders including business, operations, and technical teams
• Knowledge of continuous improvement frameworks (CSI, Lean, ITIL practices)

How We Work With You

As a candidate applying through Get A Job.ai, here's what to expect from our process:

• Submit your application directly through the Get A Job.ai platform
• Our talent team will review your profile and conduct an initial screening to understand your experience and career goals
• If there's a strong match, we will submit your profile to our client for consideration
• Please do not contact the client organization directly—all communication flows through our recruiting team to ensure a professional and streamlined process

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to creating an inclusive recruitment process. We welcome applicants from all backgrounds and work to ensure fair consideration for every candidate.