IT General Service Level Management

IT Service Level Manager & Data Analyst

Łódź. Poland

Remote role

We are looking for a result & detail-oriented and proactive 'Service Level Manager & Data Analyst' to support the management of performance, compliance, and financial enforcement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Experience Level Agreements (XLAs) for Managed Service Providers (MSPs) operating within a SIAM (Service Integration and Management) framework.

This client-side role involves close collaboration with MSPs, internal stakeholders, and management teams to ensure effective oversight of SLA delivery, their development and accurate application of SLA credits in line with service contracts.

Strong analytical, communication and stakeholder management skills are essential to facilitate clear, timely reporting and drive continuous service improvements while maintaining contractual compliance. The candidate will be also responsible for managing various IT service mgmt. and reporting related activities, including record-keeping, reporting, policy and procedure maintenance, invoice processing, and contract admin duties

MAIN RESPONSIBILITIES

1. 
   
2. SLA Governance

• • Own end-to-end CPI/KPI/XLA monitoring and lifecycle management.
  • Continuously review MANAGED SERVICE PARTNER performance against defined service levels.
  • Ensure accurate tracking of breaches, trends, and performance exceptions.
  • Conduct monthly and quarterly service performance reviews.
  • Maintain clear and up-to-date SLA documentation and performance dashboards.
  • Continuously mature reporting on SLAs in terms of definition & measurement methods
  • Oversee and coordinate implementation of new XLA's

1. 
   
2. Service Credit Management & SLA Enforcement
   • Calculate and track SLA breaches for service credit eligibility.
   • Work with MANAGED SERVICE PARTNERs to validate breach data and apply credits appropriately.
   • Maintain a breach log and credit tracking register.
   • Ensure transparency in credit reporting and budgetary impact to the business.
   • Drive accountability for missed service levels and repeated issues.

1. 
   
2. Reporting & Data Analysis

• • Develop and distribute high-quality performance reports and dashboards.
  • Analyze service performance data to highlight trends, risks, and improvement areas.

Automate reporting processes using tools such as Excel, Power BI, or ServiceNow etc.

• • Support root cause analysis and post-breach reviews.

1. 
   
2. IT Stakeholder management & contract administration support

• • Act as the primary contact for service level performance issues and escalations.
  • Provide timely communication on SLA breaches and risks to stakeholders.
  • Facilitate and support service level management forums and review boards.
  • Collaborate with internal IT and business units to provide performance visibility.
  • Support contract-related administrative tasks such as maintaining service documentation, invoice verification, and tracking key contract deliverables.
  • Assist in ensuring service delivery aligns with contract terms through structured documentation and tracking practices.

CANDIDATE PROFILE

• BA/BSc - Business or Technology field, or related discipline, Bachelor's degree or equivalent experience in data analytics or service management
• Proven years of progressive responsibility with quantifiable results in analytics, IT service level management, reporting and process improvement mindset.
• Strong analytical mindset with experience producing performance metrics, dashboards, and actionable insights in IT environments..
• Ability to analyse performance indicators including proactively escalating current/potential issue.
• Experience working with both structured and unstructured data
• Experience working with a global team, and in a matrixed IT organization essential
• Familiarity with ITSM tool such as Service Now and reporting tools like Power BI etc.
• ITIL certification and/ or relevant practical experience
• Exposure to contract administration or vendor management processes is a strong plus

#LI-DNI

Agencies: McCormick as needed will work with external recruitment vendors through our Agency Portal. Unless previously contacted, McCormick does not accept unsolicited resumes from external recruiting agencies.

McCormick & Company is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies.