Job Description
A dedicated senior Service Level Management (SLM) expert is required to ensure the effective governance and continuous control of service performance for the Service Desk.
Since service delivery is directly measured and governed through agreed service levels, KPIs, and operational targets, dedicated support is needed to define, monitor, validate, and report service performance from an end-to-end service perspective, ensuring that service commitments are consistently met and that deviations are promptly identified, managed, and addressed.
Key Responsibilities
Support the definition, maintenance, and governance of service level agreements (SLAs), OLAs, and related KPIs
Ensure alignment between service level targets, operational capabilities, and business expectations
Monitor and analyze service performance, identifying trends, breaches, and improvement opportunities
Ensure timely escalation and follow-up of SLA breaches and service risks
Define and maintain service performance dashboards, reports, and evidence to ensure transparency and traceability




Contribute to continuous service improvement initiatives by proposing corrective and preventive actions
Support production-readiness and service acceptance activities from a service level perspective
Qualifications
Qualifications
Education: Master’s degree
English proficiency: B2 or higher
A minimum of 5 years of experience with service management and reporting tools, such as Jira, ServiceNow, Confluence, or equivalent ITSM platforms
Strong analytical skills, with the ability to interpret service performance data, trends, and thresholds
Working 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
Preferred Qualifications
Experience in Service Level Management, with practical exposure to one or more of the following areas: SLA definition and negotiation, KPI fr

📌 Senior Service Level Management (Madrid)
🏢 Inetum
📍 Madrid