Conduent Service Level Manager in Secaucus, New Jersey

Service Level Manager


Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether its digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today. After applying, please check your email (including spam folder) for updates on this position.

Service Level Manager

Job Summary: Leads the IT Service Level Management (SLM) team and owns the Conduent (ITSM) Service Level Management process. Will work with business teams, IT Operations, and procurement to ensure Service Level Agreements at align with operational capabilities for any new or existing contracts. The Service Level M at anager will be responsible for ensuring that all IT Service Management at Processes at , Operational Level Agreements at , and Underpinning Contracts at , are appropriate for the agreed Service Level Targets at .


  • Carries out the Process Manager at responsibilities for the ITSM Service Level Management process

  • Establish, Design, get concurrence, and maintain a SLM structure for the organization

  • Utilize existing metric data to define Service Improvement Plan criteria and identify clients that need to be monitored; work with business teams and IT operations to drive plans to completion

  • Develop Service Improvement Plans / Programs within the SLM process

  • Support statement of work generation and approval to align operational capabilities to Service Level Agreements with the Customer.

  • Analyses and reviews Service Performance against the SLAs and OLAs.

  • Organizes and maintains the regular Service Level review process with both the IT Customer and Service Providers

  • Conduct annual or more frequent assessment and reviews of the entire SLM process

  • Provides advice and guidance on all service-level related issues

  • Assists IT Dashboard design and maintenance efforts to track and display appropriate metrics KPIs.

  • Analyzes performance trends, identifying bottlenecks, and recommending appropriate proactive action

  • Must be currently eligible to work in the US for any employer without sponsorship

  • Must consent to and successfully clear all required pre-employment screenings.


  • Strong team building and team leadership experience in the IT design, build, deployment and operations environments

  • Ability to think and act both strategically and tactically

  • Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships

  • Support and drive the Conduent ITSM Tool suite implementation - ITIL® v3 (2011)

  • Experience in Service Design, Service Transition and Service Operations and deploying ITSM Process / Tool suites in all aspects of the ITIL® v3 (2011) Service Management lifecycle

  • Strong interpersonal coaching and mentoring experience

  • Demonstrable experience participating and leading organizational culture change initiatives

  • Knowledge of ServiceNow ITSM suite

  • Effective collaboration skills with technical and business colleagues.

  • Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment

  • The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners – to articulate and remedy service level issues

  • Ability to work under pressure and be highly pro-active in prioritizing issues and tasks

  • Ability to adapt and respond rapidly to changing priorities and demands

  • Ability to resolve issues of contention and conflict

  • Demonstrate the ability to teach and assess communication, collaboration and team work skills

  • Adapts departmental plans and priorities to address resource and operational challenges

  • Decisions are guided by policies, procedures and business plan; receives guidance from manager

  • Provides resolution to a diverse range of complex problems using data and analysis

  • Exercises judgment within defined procedures, practices and policies to obtain solutions

  • Ability to work independently with minimal guidance

  • Frequently interacts inter-organizationally and with outside customer or vendor contacts

  • Ability to lead and manage Projects

  • Team player – good at building bridges across the organizations and working with multiple service providers

  • Familiar with the SharePoint application, repositories, and databases


  • Bachelor's degree in Engineering, Computer Science, Information Technology or related field, or equivalent experience

  • 5 to 10years experience acquiring, deploying and managing enterprise-level IT Service Management (ITSM) tool suites

  • Experience in Service Delivery Management (3-5 years)

  • Familiarity with program and project management and information technology services delivery methodologies

  • ITIL® v3 (2011) skills commensurate with Intermediate Certification levels; assessor certification preferred

  • Experience applying the ITIL framework in a way that successfully meets the needs of the organization

  • Experience creating data-driven IT support metrics and trending analysis.

  • Experience working in an infrastructure technology environment highly desirable

  • Lean, Six Sigma, DevOps, TQM or QFD skills are a plus

Location: This position is located onsite in Lexington, KY. No relocation assistance is provided.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to at . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job Product & Systems Design Engineering

Primary Location United States-Kentucky-Lexington

Other Locations United States-North Carolina-Raleigh, United States-New Jersey-Secaucus

Organization ITS

Unposting Date Ongoing

Req ID: 18008041