Service Management & Reporting Specialist

Accenture Malaysia; Subang Jaya; On-site; MYR 90,000 - 150,000; Full time

Job summary

Accenture Malaysia is seeking an SLA Management and Service Reporting expert to lead the governance of SLAs, track performance, prepare comprehensive reports, and manage escalations to ensure high service quality.

You will perform root cause analysis on missed SLAs and drive remediation plans, while collaborating with function leads and team leads for transparent, timely updates to internal and external stakeholders.

Responsibilities

• Lead governance of SLAs including performance tracking and escalation.
• Perform root cause analysis and implement remediation for missed SLAs.
• Ensure timely and accurate reporting to internal and external stakeholders with transparency and continuous improvement.
• Collaborate with function leads and team leads to align SLAs with business goals.

Job description

SLA Management and Service Reporting

• Lead the governance of Service Level Agreements (SLAs), including performance tracking, reporting, and escalation management.
• Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.
• Ensure timely and accurate reporting to internal and external stakeholders, with a focus on transparency and continuous improvement.

Stakeholder Engagement and Communication

• Collaborate closely with function leads and team leads to resolv...