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SLM Governance ManagerDiageo · Bangalore, India
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Diageo

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SLM Governance Manager

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🗓️ Posted 2026-08-26 Bangalore, India Hybrid ICT
💰 Salary Not shared 📊 Market ₹180,000–₹300,000/mo

About the Company

Job Description : Title : SLM Governance Manager Level : 5A About the Function: Digital & Technology (D&T) is transforming how Diageo works, from how we source ingredients to how we connect with customers and consumers around the world. This is where data, technology and creativity come together to solve real business challenges and unlock new opportunities. Whether it's building platforms, using data to drive decisions or shaping digital experiences, the work here has tangible impact across every part of our business. You'll be part of a team that's constantly learning, experimenting and pushing boundaries, with the freedom to explore new ideas and the support to turn them into reality.

About the Role

The Service Level Management (SLM) & IT Governance Manager is responsible for establishing, governing, and continuously improving the operational governance framework across IT Service Management (ITSM) services. The role ensures operational performance is visible, measurable, and aligned to Diageo GBS standards while driving service excellence through effective governance, service level management, quality assurance, customer satisfaction, and continual improvement. This position provides oversight of operational performance, ensuring compliance with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and governance standards. Working closely with Service Owners, Delivery Teams, Managed Service Providers, and Business Stakeholders, the role drives accountability, service quality, operational insights, and continual service improvements that enhance business outcomes.

Responsibilities

  • ● Governance & Operational Performance
  • ● Own and continuously enhance the IT Operations Governance Framework across all service towers.
  • ● Ensure governance aligns with Diageo GBS policies, standards, and operating principles.
  • ● Chair governance forums including:
  • ● Weekly/ Monthly Operational Reviews
  • ● Monthly Service Reviews (MSR)
  • ● Quarterly Business Reviews (QBR)
  • ● Monitor operational performance against contractual commitments and internal targets.
  • ● Govern performance exception management, critical issues, and action tracking.
  • ● Ensure Root Cause Analysis (RCA) reviews are completed for major incidents and recurring service failures.
  • ● Drive accountability across service providers and internal delivery teams. 2. Service Level Management (SLM)
  • ● Lead the Service Level Management process across Enterprise Services.
  • ● Define, review, and govern:
  • ● XLAs (where applicable)
  • ● Ensure service levels accurately reflect business priorities and customer expectations.
  • ● Monitor SLA compliance through automated dashboards and reporting.
  • ● Analyse SLA trends and identify improvement opportunities.
  • ● Drive recovery plans for SLA breaches and recurring performance issues.
  • ● Partner with Service Owners to review and evolve service targets based on business demand and operational maturity.
  • ● Ensure contractual reporting obligations are consistently achieved by vendors 3. Service Quality & Assurance

Requirements

  • ● -12+ years' experience in IT Service Management, Governance, or Service Operations.
  • ● Strong knowledge of ITIL v4 Service Management practices.
  • ● Extensive experience in Service Level Management (SLM).
  • ● Demonstrable experience in SLA/KPI management.
  • ● Strong analytical and reporting capabilities.
  • ● Demonstrated experience driving Continual Service Improvement (CSI).
  • ● Excellent partner management and communication skills.
  • ● Strong presentation skills for executive audiences.
  • ● Technical Knowledge
  • ● Excel (Advanced)
  • ● Service Analytics Platforms
  • ● Basic Understanding of:
  • ● Incident Management
  • ● Major Incident Management
  • ● Problem Management
  • ● Change Enablement
  • ● Knowledge Management
  • ● Service Request Management
  • ● CMDB & ITOM (desirable)
  • ● Operational Governance Frameworks