SLA (Internal Contract) Coordinator / Governance Specialist

1 day ago

Chennai, Tamil Nadu, India ec89762a-22b9-45ce-8339-ba349bb2aa27 Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title: SLA (Internal Contract) Coordinator / Governance Specialist

Location: Chennai

Experience: 10+ Years

Employment Type: Full-time

Position Overview

The SLA (Internal Contract) Coordinator is responsible for managing the end-to-end lifecycle of Internal Contracts (IC) / Service Level Agreements (SLA) across IT and business functions. This role ensures that all contractual documents are issued, reviewed, approved, and governed in alignment with legal, compliance, regulatory, and project delivery requirements. The role requires strong stakeholder coordination, meticulous documentation management, and the ability to work in an international and fast-paced environment.

Key Responsibilities

1. SLA / Internal Contract Management

  • Coordinate the issuance of SLAs (ICs) with IC Factory teams, Banking Platform IT teams, Project Managers, and Beneficiaries.
  • Facilitate SLA/IC signature processes with onshore managers, service providers, and beneficiaries.
  • Initiate contract creation upon deployment of new purchases or in-house applications.

2. Governance & Compliance

  • Ensure all legal documents are compliant with project deliverables, regulatory requirements, and internal guidelines.
  • Collaborate closely with Legal and Compliance teams to ensure alignment with Data Protection (GDPR) and IT Security policies.
  • Support audit and compliance checks associated with SLAs.

3. SLA Performance Monitoring

  • Produce periodic SLA/IC performance KPIs and dashboards.
  • Ensure service review meetings are held with stakeholders, covering KPIs, service quality, and improvement actions.
  • Actively contribute to SLA governance forums.

4. Stakeholder Management & Meetings

  • Schedule, prepare, and lead committee and governance meetings.
  • Escalate delays, risks, or blocking issues to appropriate stakeholders.
  • Ensure smooth communication between international teams, onshore managers, and internal departments.

5. Controls & Documentation

  • Manage and monitor internal controls executed on SLAs.
  • Maintain proper documentation, version control, and audit trails for all Internal Contracts.

Technical Skills Required

  • Minimum 10 years of experience in SLA / Internal Contract management.
  • Strong knowledge of legal documentation, GDPR/data protection, and IT security requirements.
  • Proficiency in MS Excel, PowerPoint; working knowledge of Power BI is an advantage.
  • Excellent command of English (written and verbal).
  • Experience working in international, cross-functional environments.

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