IT Service Level Manager

About the role

We are seeking an IT Service Level Manager to lead service performance, vendor governance, and cost transparency across a complex, multi‑vendor IT landscape in a regulated banking environment. You will work closely with IT, Finance, and external service providers to ensure operational excellence and data‑driven decision‑making.

Key responsibilities

• Manage service performance across multiple IT vendors, monitoring SLAs, KPIs and service quality.
• Coordinate cross‑vendor dependencies, escalations and support service reviews and governance forums.
• Oversee IT budgeting, forecasting and cost tracking, ensuring cost transparency and alignment with business value.
• Monitor financial performance of IT services and vendors, delivering reporting, dashboards and variance analysis.
• Ensure compliance with governance frameworks and contractual obligations, driving cross‑functional alignment between IT, Finance and vendors.
• Support continuous improvement of service delivery, cost efficiency and the development of a scalable IT operating model.

Required profile

• Understanding of SLA/KPI management and service performance tracking.
• Experience in IT cost management, budgeting or financial reporting.
• Familiarity with IT governance frameworks such as ITIL and COBIT.
• Strong stakeholder management across IT, Finance and vendors.
• Analytical, solution‑oriented mindset with high ownership and accountability.
• Experience in banking or other regulated environments is preferred.

Required skills

• Advanced Excel
• ServiceNow (or similar vendor management tools)
• Power BI (or other BI tools)
• ITIL (v3/v4)
• COBIT