SLM Governance Manager

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.

Key Accountabilities

1. 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:

  • SLAs
  • OLAs
  • KPIs
  • 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

• Establish governance controls that improve operational quality across ITSM processes.

• Conduct regular quality reviews across:

  • Incidents
  • Major Incidents
  • Problems
  • Changes
  • Service Requests

• Identify process deviations and ensure corrective actions are implemented.

• Drive quality improvement initiatives that improve:

  • First Time Fix (FTF)
  • Mean Time to Restore (MTTR)
  • Customer Satisfaction (CSAT)
  • Operational Efficiency

• Ensure process consistency across internal teams and third-party suppliers.

• Support audit readiness and operational compliance activities.

4. Customer Experience & Service Excellence

• Champion customer-centric service management practices.

• Govern CSAT performance across all operational teams.

• Analyse customer feedback and identify recurring themes.

• Develop action plans to improve customer experience.

• Partner with Service Desk, Operations, and Service Owners to improve First Contact Resolution and First Time Fix rates.

• Promote a culture of continual service excellence across delivery teams.

5. Continual Service Improvement (CSI)

• Lead the Continual Service Improvement (CSI) Register.

• Track improvement initiatives from identification through implementation and benefit realization.

• Facilitate operational improvement workshops.

• Identify automation and optimization opportunities across service operations.

• Promote proactive Problem Management and trend analysis to eliminate recurring issues.

• Drive operational maturity using ITIL Continual Improvement principles.

• Measure and report realized business value from improvement initiatives.

6. Reporting, Analytics & Insights

• Own governance reporting across GBS

• Ensure reporting is accurate, timely, and aligned to leadership expectations.

• Ensure executive dashboards covering:

  • SLA Performance
  • KPI Trends
  • CSAT
  • FTF
  • MTTR
  • Incident Trends
  • Problem Management
  • Change Success
  • Service Availability
  • Operational Risks

• Partner with Reporting & Analytics teams to improve automation of reporting.

• Translate operational data into actionable business insights for senior leadership.

7. Risk, Compliance & Controls

• Ensure operational compliance with:

  • Diageo Service Management Policy
  • Security Standards
  • Audit Requirements
  • Risk Management Frameworks

• Maintain governance controls supporting operational resilience.

• Identify operational risks and ensure mitigation plans are implemented.

• Support internal and external audits.

• Monitor compliance across suppliers and internal delivery teams.

8. Stakeholder & Supplier Management

• Build strong relationships with:

  • Service Owners
  • Business Stakeholders
  • Handled Service Providers
  • GBS Leadership

• Act as the primary governance contact for operational performance reviews.

• Present service health, operational risks, and improvement opportunities to senior leadership.

• Challenge supplier performance constructively while promoting collaborative service improvement.

Knowledge, Skills & Experience

Essential

• 8–12+ 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).

• Experience handling governance forums and executive reporting.

• Demonstrable experience in SLA/KPI management.

• Strong analytical and reporting capabilities.

• Experience working with global handled service providers.

• Demonstrated experience driving Continual Service Improvement (CSI).

• Excellent partner management and communication skills.

• Strong presentation skills for executive audiences.

Technical Knowledge

Experience with one or more of:

• ServiceNow

• Power BI

• 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

Leadership Competencies

• Critical Thinking

• Operational Excellence

• Customer Focus

• Influencing without Authority

• Decision Making

• Continuous Improvement Approach

• Data-Driven Leadership

• Collaboration & Relationship Management

• Supplier Governance

• Accountability & Ownership

Why This Role Matters

• The Governance & Service Level Management Manager plays a critical role in ensuring Enterprise Services consistently delivers reliable, high-quality, and business-aligned IT services. By strengthening governance, improving service performance, driving continual improvement, and fostering accountability across internal teams and strategic suppliers, this role enables operational excellence while supporting Diageo's digital transformation and service management objectives.

Experience & Qualifications

• ITIL® Foundation

• Minimum 8 years’ experience in IT Service Management, Service Delivery, or Operational Governance roles.

• Bachelor’s degree or equivalent experience in information technology, Computer Science, Business, or related field.

Working with us

Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one.

We recognise and value performance, offering our people a highly competitive rewards and compensation package including:

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, supply and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team.

Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to set a higher standard, grow and win. Wherever you join us, you’ll have the opportunity to supply, make an impact and play your part in making life’s moments mean a little more.

Ready to bring your best? This could be your opportunity.

If you require a reasonable adjustment, please ensure that you bring together this information when you submit your application.

Worker Type :

Regular

Primary Location:

Bangalore Karle Town SEZ

Additional Locations :

Job Posting Start Date :

2026-08-26