Service Level Agreement Specialist/ TL/Manager - Johor Bahru

Michael Page; Johor Bahru; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player in the shared services sector is seeking a skilled SLA Manager to oversee service level agreements and performance metrics. This role involves defining SLAs, monitoring service performance, and collaborating with stakeholders to enhance service delivery. The successful candidate will have a strong background in finance operations, excellent analytical skills, and the ability to communicate effectively with various teams. Join a dynamic environment offering flexibility and opportunities for professional growth, where your contributions will directly impact service quality and client satisfaction.

Benefits

Flexibility

Great opportunity to learn

Tempting compensation and benefits

International and virtual environment

Qualifications

• 5+ years of experience in SLA management or finance operations.
• Strong understanding of finance processes and performance analysis.

Responsibilities

• Define and implement SLAs, monitor service performance against them.
• Serve as primary contact for SLA-related inquiries and issues.

Skills

SLA Management

Performance Analysis

Stakeholder Management

Analytical Skills

Communication Skills

Education

Bachelor's degree in Accounting

CPA or ACCA

Tools

SLA management tools

Reporting software

ERP systems (SAP, Oracle)

Job description

• Globally Recognised Shared Service Centre
• Flexibility and great opportunity to learn

About Our Client

Shared Services Industry

Job Description

• SLA Management and Oversight
  • Define, develop, and implement Service Level Agreements (SLAs) that align with client and organizational needs.
  • Monitor and measure service performance against SLAs, ensuring timely reporting to stakeholders.
  • Coordinate regular reviews of SLAs and update agreements as necessary.
• Performance Monitoring and Analysis
  • Track key performance metrics and generate reports for management, highlighting areas for improvement.
  • Analyze trends and root causes of service issues, collaborating with teams to resolve gaps in service delivery.
• Stakeholder Management
  • Serve as the primary point of contact for SLA-related inquiries and issues.
  • Collaborate with clients, vendors, and internal teams to ensure clarity on service expectations and deliverables.
  • Address escalations promptly, working to resolve service issues and prevent future occurrences.
• Continuous Improvement
  • Propose improvements to service processes based on performance data and feedback from stakeholders.
  • Lead or support initiatives aimed at enhancing service efficiency, quality, and client satisfaction.
• Compliance and Risk Management
  • Ensure adherence to compliance standards and regulatory requirements related to SLAs.
  • Identify potential risks in service delivery and implement risk mitigation strategies.

The Successful Applicant

• Bachelor's degree in Accounting, Finance, or a related field.
• 5+ years of experience in SLA management or finance operations, ideally in shared services.
• Strong understanding of finance processes (e.g., month-end close, reconciliations, financial reporting).
• Familiarity with SLA management tools, reporting software, and ERP systems (SAP, Oracle).
• Excellent analytical and problem-solving skills with experience in performance analysis and reporting.
• Strong communication skills to work with finance stakeholders and clients effectively.
• CPA, ACCA, or other relevant accounting qualifications are a plus.

What's on Offer

• Great opportunity to work for the MNC company in the world.
• International and virtual environment.
• Flexibility and great opportunity to learn.
• Tempting compensation and benefits.