Service Level & Availability Manager
We are looking for a Service Level & Availability Manager to support a global enterpriseâs infrastructure operations and drive reliability across complex, hybrid environments. This role blends technical depth with operational rigor and collaboration across business and IT to ensure resilient, always-on service delivery.
This is a USA-based role.
nResponsibilities- Own end-to-end Service Level and Availability Management across on-premises, cloud, and third-party systems.
- Develop and maintain availability plans that align with business priorities and risk mitigation strategies.
- Monitor system health and performance using tools such as PowerBI, Datadog, Splunk, PagerDuty, and ServiceNow.
- Partner with Infrastructure, DevOps, and Application teams to embed availability practices into change, incident, and release processes.
- Define and track key metrics (uptime, reliability, MTTR/MTTI) and present trends and recommendations to technical and leadership teams.
- Foster a culture of proactive monitoring, resilience engineering, and continuous improvement.
- 5+ years of experience in Availability Management, Service Level Management, or related IT Service Delivery functions.
- Proven track record implementing availability frameworks aligned with ITIL or similar best practices.
- Solid understanding of infrastructure, cloud (AWS/Azure), and modern architectures (microservices, containers).
- Hands-on experience with monitoring, alerting, and analytics tools (PowerBI, Datadog, Splunk, PagerDuty, ServiceNow).
- Excellent communication and analytical skills, with the ability to convey technical insights to non-technical audiences.
- ITIL or cloud certifications (AWS/Azure) preferred.