Service Level Agreement/Contract Manager - IT

We are hiring SLA (Service Level Agreement) Manager

Project Services Team -Service Level Agreement (SLA) Management

Experience level : 5 to 7 Years

Relevant experience : 2 - 3 Years

SLA Management :

SLA management is a very integral process for Bank captive IT unit, as it provides services to its internal clients across the global landscape, it is essential to ensure that the SLA is in place for each activity we provide service. It is critical from a Governance and Regulatory perspective.

AREAS OF RESPONSIBILITY / CRITICAL TASKS :

- Draft SLA for the services provided by company to its Clients for both IT and Operations

- Coordinate closely with Business Heads for obtaining the Services and KPI- s

- Liaise with the Regional SLA coordinator and country specific SLA Coordinators

- Handle queries from Business, Clients, Country coordinators and Regional SLA coordinators

- Support Management team during Audit process by extracting relevant data

- Work closely with all the relevant teams to close audit recommendations / findings

- Manage SLA Dashboard and Trackers

- Manage repository of the SLA

- Fortnightly reporting on the status of SLA for region

- Manage SLA migration process

- Keep track of SLA renewal

- Attend monthly or fortnightly calls with the region

- Coordinate and follow up for SLA approval, subsequently execution of the same

- Partner with Global service to automate/ streamline the process

- Adhoc management reports/ queries

Voice of the customer :

- Voices of Customer are surveys, where the client satisfaction levels for various processes are derived using a questionnaire that is shared with them. The results derived from these questionnaires are analyzed and an action plan is arrived at, which is then shared with all stakeholders.

- Responsible for end to end implementation for Client VOC

Key Behavioral Competencies :

Strong communication skills, Attention to detail and thoroughness, Good interpersonal skills, People management skills, Ability to manage multiple stakeholders, Persistence of follow-up when required, Ability to operate with demanding users an d sometimes conflicting priorities, Articulate innovative problem solving techniques

Key Technical Competencies :

- Excellent written and verbal communication.

- Understanding of requirements from business for sourcing candidates and Industry knowledge

- Knowledge of Service Level Agreements and

- Understanding of risks in contracting

Qualification :

Post Graduate /Graduate with prior experience in general management and transversal functions

Relevant experience in CI/ SLA / Audit / KPI

Salary Offered : 7-11 LPA