Service Level Agreement Manager

Role Purpose

Oversee and enforce Service Level Agreements (SLAs) within operations and service contracts under the guidance of the Operations Excellence Director. The role aims to guarantee service performance, ensure compliance with contractual requirements, and foster continuous enhancements in customer satisfaction and operational effectiveness aligned with Operations Excellence goals.

Key Responsibilities

• Design and establish SLA frameworks, policies, and standards to maintain consistent management of service performance.
• Continuously monitor SLA adherence across contracts to confirm service levels meet agreed terms.
• Ensure SLA stipulations are in full compliance with contractual agreements throughout operational activities.
• Generate detailed reports and dashboards that track SLA metrics and deliver actionable insights for improvement.
• Handle SLA violations promptly, escalating issues when necessary to secure timely remediation and service recovery.
• Champion initiatives that enhance SLA outcomes and boost operational efficiency.
• Collaborate effectively with internal departments and clients to guarantee SLA conformity and uphold superior service delivery.

Qualifications and Experience

• Bachelor’s degree in Engineering, Business Administration, or a closely related area.
• A minimum of 8 to 10 years progressive experience in service management, operations, or contract performance, demonstrating strong expertise in SLA management, performance tracking, and service delivery governance.
• Possession of professional certifications such as ITIL or Six Sigma is considered beneficial.