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IT General Service Level Manager & Data Analyst

IT Service Level Manager & Data Analyst

We are seeking a result-oriented, detail-focused, and proactive ‘Service Level Manager & Data Analyst’ to oversee performance, compliance, and financial enforcement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Experience Level Agreements (XLAs) for Managed Service Providers (MSPs) within a SIAM (Service Integration and Management) framework.

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

Strong analytical, communication, and stakeholder management skills are essential for clear, timely reporting and continuous service improvements while maintaining contractual compliance. The candidate will also manage various IT service management activities, including record-keeping, reporting, policy and procedure maintenance, invoice processing, and contract administration.

Main Responsibilities

1. SLA Governance
2. Own end-to-end CPI/KPI/XLA monitoring and lifecycle management.
3. Review MSP performance against service levels regularly.
4. Track breaches, trends, and performance exceptions accurately.
5. Conduct monthly and quarterly service performance reviews.
6. Maintain up-to-date SLA documentation and dashboards.
7. Improve SLA reporting methods and definitions.
8. Implement new XLAs as needed.
9. Service Credit Management & SLA Enforcement
   • Calculate and track SLA breaches for service credits.
   • Validate breach data with MSPs and apply credits accordingly.
   • Maintain breach logs and credit registers.
   • Report credits transparently and assess budget impacts.
   • Ensure accountability for missed service levels.
10. Reporting & Data Analysis
11. Create performance reports and dashboards.
12. Analyze data to identify trends, risks, and improvements.

Automate reporting using tools like Excel, Power BI, or ServiceNow.

• Support root cause analysis and post-breach reviews.
• Act as primary contact for performance issues and escalations.
• Communicate SLA breaches and risks promptly.
• Support service management forums and review boards.
• Collaborate internally to provide performance visibility.
• Maintain service documentation, verify invoices, and track key contract deliverables.

Candidate Profile

• Bachelors degree in Business, Technology, or related field, or equivalent experience in data analytics or service management.
• Proven experience in analytics, IT service management, reporting, and process improvement.
• Strong analytical skills with experience creating performance metrics and dashboards.
• Ability to analyze performance indicators and escalate issues proactively.
• Experience working with structured and unstructured data.
• Experience in a global, matrixed IT organization.
• Familiarity with ITSM tools like ServiceNow and reporting tools like Power BI.
• ITIL certification or practical experience.
• Experience with contract administration or vendor management is a plus.

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Agency Note: McCormick collaborates with external recruitment vendors via our Agency Portal. We do not accept unsolicited resumes from outside agencies unless previously contacted.

McCormick & Company is an equal opportunity employer, considering all qualified applicants regardless of gender, race, religion, disability, veteran status, age, or other protected characteristics.

We guarantee to interview all disabled applicants meeting minimum criteria, as part of our disability confident scheme.

Why Work at McCormick?

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Join us to be part of something bigger—contribute to our growth and success, supported by our rich history, comprehensive benefits, and culture of respect and opportunity.

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