Performance Management CoE (SLA Governance)

Description

Key Responsibilities:

• Lead end-to-end SLA and KPI governance across IT service providers and internal towers.
• Ensure accurate, timely reporting and interpretation of performance data.
• Monitor trends, identify performance gaps, and drive corrective action plans with suppliers.
• Establish and maintain standardized SLA governance frameworks, templates, and dashboards.
• Develop playbooks, SOPs, and best practices for performance management activities.
• Act as a change agent to build performance-centric culture across the organization.
• Manage the performance reporting lifecycle: data collection, validation, analysis, and communication.
• Create executive-level dashboards and performance scorecards using tools like Power BI, Tableau, or Excel.
• Provide actionable insights to business stakeholders and governance forums.
• Collaborate with Service Owners, Business Units, Procurement, and Legal for contract compliance and vendor engagement.
• Conduct QBRs with vendors, presenting performance trends, compliance issues, and improvement plans.
• Ensure transparency and alignment across global and regional teams.
• Identify automation opportunities in SLA tracking and reporting using AI/ML or RPA tools.
• Drive initiatives to improve speed-to-resolution, customer satisfaction, and cost efficiency.
• Support transformation programs that elevate vendor and service performance.

Key Competencies: