Service Level Management Specialist

SLM Specialist

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

 

Could you be the full-time SLM Specialist in Bangalore we’re looking for?

Your future role

Take on a new challenge and apply your expertise in Service Level Management, analytics, and governance in a cutting-edge field. You’ll work alongside collaborative, forward-thinking, and results-driven teammates.

You'll play a pivotal role in driving operational excellence by ensuring data accuracy, delivering actionable insights, and fostering continuous improvement. Day-to-day, you’ll work closely with teams across the business (operations, service providers, and transversal functions), configure ServiceNow for OLAs and SLAs, and contribute to optimizing processes and governance frameworks.

You’ll specifically take care of generating and publishing SLA and KPI reports, reviewing exceptions, and conducting proactive analysis, but also identifying process gaps and enabling continuous improvement initiatives.

We’ll look to you for:

• Driving, improving, and sustaining KPI performance across towers through a robust governance model

• Ensuring agreed SLA and OLA metrics are met through consistent analysis and reviews

• Providing data-driven insights to operations to identify and implement improvement opportunities

• Utilizing continuous improvement methodologies to enhance service delivery

• Communicating results and business impacts of analytical initiatives to stakeholders

• Enabling operations with insights during service provider onboarding for OLA and KPI targets

• Anticipating risks and sharing mitigation plans based on data trends and patterns

• Synthesizing historical data to forecast trends and support faster decision-making

All about you

We value passion and attitude over experience. That’s why we don’t expect you to have every single skill. Instead, we’ve listed some that we think will help you succeed and grow in this role:

• A degree in a relevant field

• 5+ years of experience in driving SLA and OLA performance in an IT environment

• Strong understanding of ITIL frameworks and their application in service delivery

• Experience configuring and managing ServiceNow for OLA and SLA processes

• Proficiency in data analytics and deriving actionable insights

• Exceptional communication skills to engage with diverse stakeholders

• Strong governance and stakeholder management capabilities

• Ability to present concise, relevant information tailored to diverse audiences

Things you’ll enjoy Join us on a life-long transformative journey – the rail industry is here to stay, so you can grow and develop new skills and experiences throughout your career. You’ll also:

• Enjoy stability, challenges, and a long-term career free from boring daily routines

• Work with new security standards for rail signalling

• Collaborate with transverse teams and helpful colleagues

• Contribute to innovative projects

• Utilise our flexible and inclusive working environment

• Steer your career in whatever direction you choose across functions and countries

• Benefit from our investment in your development, through award-winning learning

• Progress towards leadership roles in service management or other areas of interest

• Benefit from a fair and dynamic reward package that recognises your performance and potential, plus comprehensive and competitive social coverage (life, medical, pension)

 

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We’re committed to creating an inclusive workplace for everyone.

Experience Level

Mid Level