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Service Level Agreement Manager
Abunayyan Holding
Riyadh Region, KSA
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Service Level Agreement (SLA) managementSLA framework and governanceService performance monitoringContractual compliancePerformance reporting and analyticsDashboard development
Free
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Service Level Agreement (SLA) managementSLA framework and governanceService performance monitoring
Role Overview
Manage and enforce Service Level Agreements across operations and service contracts under the direction of the OE Director.
Ensure service performance, contractual compliance, continuous improvement, customer satisfaction, and operational efficiency.
Key Skills for This Role
Service Level Agreement (SLA) managementSLA framework and governanceService performance monitoringContractual compliancePerformance reporting and analyticsDashboard development
Full Job Posting
Role Purpose
Manage and enforce Service Level Agreements across operations and service contracts under the direction of the OE Director.
Ensure service performance, contractual compliance, continuous improvement, customer satisfaction, and operational efficiency.
Key Accountabilities
- Develop and implement SLA frameworks, policies, and standards for consistent service performance management.
- Monitor SLA performance across contracts against agreed service levels.
- Ensure SLA terms are aligned with contracts and adhered to across operations.
- Develop reports and dashboards to track SLA performance and provide actionable insights.
- Manage SLA breaches and escalate issues to support timely resolution and service recovery.
- Drive initiatives to improve SLA performance and operational efficiency.
- Coordinate with internal teams and clients to ensure SLA alignment and service delivery excellence.
Job Specifications
- Have a bachelor's degree in Engineering, Business Administration, or a related field.
- Have 8 to 10 years of progressive experience in service management, operations, or contract performance roles.
- Have strong expertise in SLA management, performance monitoring, and service delivery governance.
- Professional certifications such as ITIL or Six Sigma are advantageous.
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