
SLA Coordinator Position
17 hours ago
Job Role:
The SLA Coordinator is accountable for overseeing the creation, implementation, and review of Service Level Agreements (Internal Contracts – IC). This role necessitates close collaboration with internal stakeholders, project managers, beneficiaries, providers, and legal/compliance teams to ensure effective SLA issuance, signing, monitoring, and review.
Key Responsibilities:
- Coordinate SLA (IC – Internal Contract) generation with key stakeholders including the IC Factory Team, Banking Platform IT ISPL, Project Managers, and Beneficiaries.
- Manage SLA (IC – Internal Contract) signature with onshore managers, beneficiaries, and providers.
- Ensure alignment between legal documents and project deliveries; escalate blocking issues where necessary.
- Develop and maintain Key Performance Indicators (KPIs) for SLA (IC – Internal Contract).
- Arrange, prepare, and lead committee meetings.
- Collaborate with Legal and Compliance teams; adapt to evolving regulatory requirements.
- Initiate contracts upon deployment of purchase or in-house applications.
- Following SLA signing, conduct service reviews with beneficiaries and providers (covering KPIs, services, etc.).
- Contribute to overall SLA governance.
- Execute SLA control.
- Support SLA generation and coordination with the IC Factory Team, IT Office, Project Managers, and Beneficiaries.
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