
SLA Governance Professional
1 week ago
The primary objective of this role is to oversee the effective management, coordination, and governance of Service Level Agreements (SLAs) with various stakeholders. This involves close collaboration with internal teams, project managers, beneficiaries, providers, and legal/compliance teams to ensure smooth SLA issuance, signing, monitoring, and review.
Key Responsibilities:
- Coordinate SLA issuance with key stakeholders including IC Factory Team, Banking Platform IT ISPL, Project Managers, and Beneficiaries.
- Manage SLA signature with onshore managers, beneficiaries, and providers.
- Ensure that legal documents are aligned with project deliverables; escalate blocking issues where necessary.
- Develop and maintain Key Performance Indicators (KPIs) for SLAs.
- Schedule, prepare, and lead committee meetings to discuss SLA-related matters.
- Collaborate with Legal and Compliance teams to stay up-to-date with evolving regulatory requirements.
- Initiate contracts upon deployment of new purchase or in-house applications.
- After SLA signing, conduct service reviews with beneficiaries and providers covering KPIs, services, etc.
- Contribute to overall SLA governance and ensure compliance with organizational policies.
- Execute SLA control measures effectively.
- Support SLA issuance and coordination with key internal teams.
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