Service Level Agreement Manager

Role Purpose:

To manage and enforce Service Level Agreements (SLAs) across operations and service contracts under the direction of the OE Director for ensuring service performance, compliance with contractual obligations, and continuous improvement in customer satisfaction and operational efficiency aligned with Operations Excellence objectives.

Key Accountabilities:

• SLA Framework & Governance

Develop and implement SLA frameworks, policies, and standards to ensure consistent service performance management

• SLA Monitoring & Performance Management

Monitor SLA performance across contracts to ensure adherence to agreed service levels

• Contractual Compliance

Ensure SLA terms are aligned with contracts and adhered to across operations

• Performance Reporting & Analytics

Develop reports and dashboards to track SLA performance and provide actionable insights

• Issue Management & Escaltions

Manage SLA breaches and escalate issues to ensure timely resolution and service recovery

• Continuous Improvement

Drive initiatives to improve SLA performance and operational efficiency

• Stakeholder Coord

Coordinate with internal teams and clients to ensure SLA alignment and service delivery excellence

Job Specifications:

• Bachelor's Degree in Engineering, Business Administration, or related field
• Minimum 8–10 years of progressive experience in service management, operations, or contract performance roles, with strong expertise in SLA management, performance monitoring, and service delivery gov
• enhance Professional certifications (e.g., ITIL, Six Sigma) are advantageous