Service Level Agreement Manager

About the role

The Service Level Agreement (SLA) Manager will lead the development, monitoring and enforcement of SLA frameworks across the company's operations and service contracts. Reporting to the Operations Excellence Director, the role ensures contractual compliance, drives performance improvements and enhances customer satisfaction.

Key responsibilities

• Design and implement SLA policies, standards and governance structures.
• Monitor SLA performance across all contracts and generate regular performance reports.
• Ensure SLA terms are aligned with contractual obligations and adhered to throughout operations.
• Manage SLA breaches, coordinate escalations and oversee timely issue resolution.
• Develop dashboards and analytics to provide actionable insights for continuous improvement.
• Lead initiatives to boost SLA performance and operational efficiency.
• Collaborate with internal teams and external clients to maintain SLA alignment and service delivery excellence.

Required profile

• Bachelor’s degree in Engineering, Business Administration or a related field.
• 8–10 years of progressive experience in service management, operations or contract performance.
• Strong background in SLA management, performance monitoring and service delivery.
• Professional certifications such as ITIL or Six Sigma are advantageous.

Required skills

• SLA Management
• Six Sigma
• Performance Monitoring
• ITIL