Service Level Manager

What success looks like in this role:

The Service Level Manager is responsible for establishing, monitoring, reporting, and improving service performance against agreed service commitments. The role ensures service levels, operational targets, customer experience objectives, and governance requirements are effectively managed and aligned with business outcomes.

Key Responsibilities

• Define and maintain SLAs, XLAs, OLAs, and underpinning agreements.
• Monitor, measure, and report service performance using dashboards and KPI reporting.
• Coordinate service reviews with customers, suppliers, and delivery stakeholders.
• Manage SLA risks, identify performance trends, and escalate service concerns.
• Support Service Improvement Plans and continuous service improvement initiatives.
• Analyze customer satisfaction results and recommend corrective actions.
• Work with service owners and delivery teams to improve service quality and performance.
• Support governance activities across multi-provider and enterprise service environments.

You will be successful in this role if you have:

• Degree or equivalent experience in IT, Business, Engineering, or related field.
• Experience in Service Management, Service Delivery, or Service Level Management environments.
• Knowledge of SLA, KPI, XLA, and governance reporting principles.
• Strong analytical, stakeholder management, and communication skills.
• Experience creating management reports, dashboards, and performance presentations.

Preferred Qualifications

• ITIL Foundation certification.
• Experience with ServiceNow reporting or Performance Analytics.
• Knowledge of SIAM and multi-supplier service environments.
• Experience facilitating governance reviews and improvement initiatives.

What do we offer?

• Hybrid working is supported
• Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
• Home office allowance
• Private Health Insurance Generali Premium Package provided for all Unisys associates after 6-months tenure
• Last and foremost, a great team, also a lot of learning and training opportunities

Unisys is a global technology solutions company that delivers digital workplace, cloud, applications and infrastructure, and enterprise computing solutions to clients around the world.

The Budapest delivery centre supports international clients with multilingual service desk, infrastructure and cloud security teams.