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 & GovernanceDevelop and implement SLA frameworks, policies, and standards to ensure consistent service performance managementSLA Monitoring & Performance ManagementMonitor SLA performance across contracts to ensure adherence to agreed service levelsContractual ComplianceEnsure SLA terms are aligned with contracts and adhered to across operationsPerformance Reporting & Analytics Develop reports and dashboards to track SLA performance and provide actionable insightsIssue Management & EscaltionsManage SLA breaches and escalate issues to ensure timely resolution and service recoveryContinuous ImprovementDrive initiatives to improve SLA performance and operational efficiencyStakeholder CoordCoordinate with internal teams and clients to ensure SLA alignment and service delivery excellenceJob Specifications: Bachelor’s Degree in Engineering, Business Administration, or related fieldMinimum 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 govenhance Professional certifications (e.g., ITIL, Six Sigma) are advantageous