1,500 Service Level Management jobs in India

Role Responsibilities:

• Oversee and mentor a team of service staff, ensuring efficient and effective service operations.
• Coordinate service delivery, including task assignments, progress tracking, and SLA adherence.
• Manage customer relationships by addressing escalations and ensuring high satisfaction.
• Monitor service quality and implement continuous improvements through audits and feedback.

Job Requirements:

• Bachelor's degree in any discipline (UG); Postgraduate preferred.
• Proven experience in service management, with expertise in team and resource coordination.
• Strong communication, problem-solving, and organizational skills.
• Ability to analyze service metrics and implement performance-enhancing strategies.

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024-2025 and one of the Best Places to Work Medium & Large Size in Australia for 2025, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Management Coordinator to join our team in Australia.

The Change and Configuration Management Coordinator will play a key role in supporting the delivery of ITIL-aligned Change and Configuration processes. Working closely with the Service Management team, you’ll help ensure that changes are logged, assessed, and implemented with minimal impact to services, while maintaining accurate configuration data within our Configuration Management Database (CMDB). 

This is a hands-on coordination role, ideal for someone early in their IT Service Management career who enjoys process, organisation, and working with both technical teams and business stakeholders. You’ll gain exposure to ITIL best practices while supporting continual improvement activities. 

Requirements

What you'll do:

• Log and track change requests in the ITSM system, ensuring required details are recorded.
• Assist in preparing change documentation, approvals, and scheduling.
• Provide administrative support for Change Advisory Board (CAB) meetings (agenda, minutes).
• Communicate change schedules and updates to stakeholders.
• Maintain and update CMDB records, resolving discrepancies.
• Support configuration audits and ensure data accuracy.
• Collaborate with technical teams to document configuration changes.
• Compile reports on change performance and configuration data.
• Monitor compliance with Change and Configuration Management procedures.
• Act as a point of contact for change and configuration queries.
• Work with teams to ensure smooth process flow and escalate issues when needed.
• Identify opportunities for process improvements and participate in initiatives.

What you'll bring:

• Moderate experience or strong interest in IT Service Management, preferably within an ITIL framework. 

• Understanding of basic ITIL concepts, ideally supported by ITIL Foundation certification (or willingness to obtain). 

• Strong organisational skills and attention to detail. 

• Good written and verbal communication skills for dealing with both technical and non-technical audiences. 

• Ability to work collaboratively in a team environment. 

• Eagerness to learn and develop skills in IT service governance. 

Benefits

Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• Hybrid working (for majority of our roles) with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

Company Description

Technicolor Creative Studios is a creative technology company driven by one purpose: The realization of ambitious and extraordinary ideas. We inspire creative companies across the world to produce their most iconic work. Our award-winning teams of artists and technologists’ partner with the creative community across film, television, animation, gaming, brand experience and advertising to bring the universal art of storytelling to audiences everywhere.

No idea is too ambitious for us to create to an incredibly high standard. Technicolor Creative Studios provides World Class production expertise in Film, Episodic, Gaming, Advertising and Experiential Marketing

Job Description

Qualifications

Familiar with high level procurement process and ability managing RFIRFP processes for new suppliers.

Required Skills

Functional | Training and Development Activities | Conducting Training

Technology | IT Service Management Tools | Service now

Behavioral | Microland Skills | Execution Excellence

Behavioral | Microland Skills | Customer Centricity

Education Qualification :

Engineer - B.E / B.Tech / MCA

Certification Mandatory / Desirable :

Technology | IT Service Management Certifications | ITIL Expert Certificate

Details:

Will be responsible to function in the service department team and handles customer service interactions, reports, and repairs. The service management analyst ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers.

1. Provide customers with the information they need to rent or purchase equipment that is appropriate for their project

2. Develop contracts for commercial contractors and developers who have ongoing equipment rental or purchase needs

3. Train the sales staff using best practices in upselling, customer satisfaction and brand promotion

4. Manage our work order system, including invoice logging, and generate service invoices

5. Instruct customers on equipment operation, care and maintenance

6. Inspect rental equipment upon return and return deposits less any observed damage

7. Increase sales across all channels through effective hiring, training and management approaches

• Key Responsibilities:
• ServiceNow Configuration & Implementation:
• Configure and maintain ServiceNow ITSM modules (Incident Management, Problem Management, Change Management, Service Request Management, etc.) to meet business requirements.
• Customize ServiceNow workflows, forms, notifications, and business rules to automate processes and enhance IT service management.
• Implement integrations between ServiceNow and other internal/external systems (e.g., monitoring tools, CMDB, third-party applications).
• ITIL Process Implementation & Optimization:
• Act as the SME for ITIL-based processes , ensuring that ServiceNow is configured to align with ITIL best practices.
• Work closely with process owners to understand their requirements and translate them into ServiceNow configurations that streamline IT service operations.
• Perform regular reviews and audits of ITIL processes within ServiceNow , ensuring they remain compliant with business goals and IT service management standards.
• Incident & Problem Management:
• Ensure the Incident Management process is implemented effectively within ServiceNow, ensuring quick resolution of service disruptions.
• Oversee the Problem Management process in ServiceNow, identifying root causes of recurring incidents and driving problem resolution.
• Track and resolve incidents, escalating issues when necessary, and ensuring effective communication with stakeholders.
• Change Management:
• Configure and optimize Change Management processes in ServiceNow to ensure efficient and controlled changes to IT systems and services.
• Support the creation and review of Change Requests (CRs), ensuring they meet quality and compliance standards before implementation.
• Work with stakeholders to define change requirements and maintain a high level of service during the Change Advisory Board (CAB) process.
• Service Request Management:
• Implement and optimize Service Request Management within ServiceNow, providing end users with an intuitive interface for requesting services and managing fulfillment workflows.
• Ensure that Catalog Items are properly defined, and workflows are automated to streamline service delivery.
• CMDB (Configuration Management Database):
• Maintain and update the CMDB in ServiceNow, ensuring that all Configuration Items (CIs) are accurately tracked and related to the appropriate services.
• Work with IT teams to integrate the CMDB with other service management processes (e.g., Incident, Change, Problem, etc.).
• Reports & Dashboards:
• Develop and maintain custom reports and dashboards within ServiceNow, providing valuable insights to stakeholders about service performance, trends, and issues.
• Create service-level reports for IT performance and track metrics such as SLA compliance, incident resolution times, change success rates, and other key performance indicators (KPIs).
• Training & Support:
• Provide training and support to users, process owners, and administrators on how to effectively use the ServiceNow platform.
• Document best practices, configuration changes, and processes for internal knowledge sharing.
• Support the ongoing adoption of ServiceNow features, ensuring that users understand and utilize the platform effectively.
• Maintenance & Upgrades:
• Monitor and maintain the ServiceNow platform , ensuring that it operates smoothly and efficiently.
• Manage the installation of ServiceNow upgrades and patches, testing for compatibility with custom configurations and integrations.
• Address and resolve any platform performance issues, ensuring uptime and availability.
• Collaboration & Stakeholder Management:
• Collaborate with cross-functional teams (e.g., IT, Operations, Development) to identify new features and enhancements to improve service management.
• Work closely with service owners and business stakeholders to understand evolving IT service requirements and configure ServiceNow accordingly.
• Required Qualifications:
• Bachelor's degree in Information Technology , Computer Science , Business Administration , or a related field.
• 3-5 years of hands-on experience with ServiceNow ITSM and related ITIL processes (Incident, Problem, Change, Request Management).
• Strong understanding of ITIL v3 or ITIL v4 frameworks and how to implement and configure them in ServiceNow.
• Experience in configuring ServiceNow modules such as Incident Management , Problem Management , Change Management , Service Request Management , and CMDB .
• Proficiency in ServiceNow scripting (e.g., Business Rules, Client Scripts, UI Actions, and Workflow scripting).
• Experience with ServiceNow integrations , including API-based integration with other tools and platforms.
• Familiarity with ServiceNow Reporting and Dashboarding tools to create and manage performance metrics.
• Strong troubleshooting skills for identifying and resolving platform and process-related issues.

Project Role Description:

As the Service Management Lead, you will lead the delivery of programs, projects, or managed services. Your role involves coordinating projects through contract management and shared service coordination. You will develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable the strategic agenda.

Must Have Skills:

• Service Integration and Management (SIAM)

Good to Have Skills:

• Infrastructure Service Management

Minimum Experience Required:

• 5 years

Educational Qualification:

• 15 years full-time education

• Own the development of differentiated service offers to meet business needs.
• Ensure that the Service Catalogue is available, complete, accurate, and meets stakeholder needs.
• Engage with Service Owners to ensure services are adequately described and conform to guidelines.
• Approve content for publication in the Service Catalogue.
• Recommend and initiate continuous improvement programs for the Service Catalogue.
• Work with Demand Engagement to capture business demand for IT&S services.
• Collaborate with the Consumption Lead to develop and present consumption metrics to stakeholders.
• Drive the introduction of new operational services into the Service Catalogue.
• Provide transparency regarding costs associated with services offered.
• Understand and comply with data privacy regulations.
• Build strong relationships with stakeholders and operate successfully at all levels.
• Analyze complex data, identify trends, and simplify processes for delivery.

• Must Have Skills:
• Proficiency in Service Integration and Management (SIAM).
• Good to Have Skills:
• Infrastructure Service Management.
• Additional Skills:
• Strong analytical skills with the ability to correlate information from various sources.
• Excellent communication and interpersonal skills.
• Experience in service operations and management.

• Self-confident, results-oriented, persuasive, and influential.
• Strong management of performance and a drive for continuous improvement.
• Ability to organize IT services and products into differentiated offerings with clear cost transparency.

• Bachelor's degree in Computer Science or related field preferred.
• 3+ years of experience with the ServiceNow IT Service Management tool preferred.
• 4+ years of experience as a process owner preferred.
• Proficient in rolling out methodologies, processes, standards, and policies.
• Minimum of ITIL foundation certification; advanced ITIL certifications desired.

• Proven track record of leading successful change across functional and organizational boundaries.
• Certification in ITIL (V3) / ITIL Intermediate is preferred.

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Are you ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes. 

You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs.

You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations.

As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.

You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of – and taking action on the problem.

If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team.

Your Future at Kyndryl
Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Expertise

Preferred Technical and Professional Experience

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Project Role : 

• Service Management Practitioner

Project Role Description :  

• Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.

Must have skills : Site Reliability Engineering

Good to have skills : Service Integration and Management (SIAM)

Minimum 7.5 year(s) of experience is required

Educational Qualification : 15 years full time education

Job summary :

Position Overview: We are seeking an experienced SRE Observability Engineer to join our team and lead the development, enhancement, and extension of SRE-driven observability and alerting platforms for our global clients. As an SRE Observability Engineer , you will be responsible for building, enhancing, and maintaining state-of-the-art observability platforms that effectively monitor the full technology stack for both cloud and on-prem systems. You will play a pivotal role in meeting the evolving needs of our customers, particularly in the instrumentation of Service Level Indicators (SLIs) and Service Level Objectives (SLOs) , as well as the development and enhancement of SLI/SLO-driven observability dashboards and alerting mechanisms.

• Log, Metrics, and Trace Analysis: Gather and analyze logs, metrics, and traces from operating systems, infrastructure, network components, and applications to assist in performance tuning and fault detection.
• Enhance Observability and Alerting Capabilities: Implement, enhance, and maintain observability and alerting capabilities, especially those built on SLI/SLO/Error Budget principles.
• Improve Existing Platforms: Analyze existing observability and alerting platforms to identify opportunities for improvement, ensuring they meet the evolving needs of the business and clients.
• Unified Observability Stack Development: Help build a unified observability stack using a variety of observability tools to ensure comprehensive monitoring.
• Automation & Self-Healing Systems: Drive automation to improve system self-healing capabilities and overall operational efficiency.
• Symptom-Based Alerts: Build monitoring systems that alert on symptoms rather than just outages to proactively prevent failures.

• Educational Background: Bachelor's or Master's degree in Computer Science , Computer Engineering , Electrical Engineering , or related field, or a combination of education and equivalent work experience.

• Overall Experience: 5-8 years of professional experience in a relevant field.
• Monitoring Tools Development and Enhancement: 3-5 years of experience in development, including custom metric creation, and enhancing monitoring tools such as Dynatrace , AppDynamics , New Relic , Prometheus , Splunk , Sensu , Nagios , DataDog , etc.
• Strong Knowledge of Monitoring Pillars: In-depth knowledge of logs, metrics, and traces as fundamental pillars of monitoring and observability.
• Cloud Platform Experience: Solid working understanding of cloud platforms including AWS , Azure , and GCP .

• SLI/SLO/Error Budget Implementation: Experience in implementing SLI/SLO/Error Budget-driven observability and alerting frameworks.
• Cloud Platforms Expertise: Advanced proficiency with AWS , Azure , and GCP .
• Programming Languages: Proficiency in one or more of the following languages: Python , Go , Java/Scala , C , or C++ .
• Multi-Tier Application Development: Experience with J2EE , NoSQL/SQL Datastore , Spring Boot , GCP/AWS/Azure , Docker , and Kubernetes in multi-tier application environments.
• SRE Principles and Practices: Strong understanding and practical experience with SRE principles and practices.
• Observability Strategy Implementation: Ability to implement effective observability strategies to improve MTTD (Mean Time to Detection) and MTTR (Mean Time to Recovery) .
• RESTful APIs and Microservices: Experience with RESTful APIs and microservices platforms .
• Networking Knowledge: Working knowledge of the TCP/IP stack , internet routing, and load balancing .
• Problem-Solving: Ability to solve complex architectural/design and business problems by simplifying processes, optimizing systems, and eliminating bottlenecks.

• Technical Expertise: Strong experience in developing observability and alerting systems using modern tools and frameworks.
• Problem-Solving: Critical thinking skills to identify performance issues and troubleshoot complex problems.
• Automation: Focus on automation to improve operational efficiency and system self-healing capabilities.
• Collaboration & Communication: Strong ability to collaborate with cross-functional teams and communicate complex technical concepts to both technical and non-technical stakeholders.
• Continuous Improvement: Constantly seeking ways to improve systems, monitoring, and alerting capabilities to stay ahead of potential issues