SLA Governance & Service Insights Lead

Accenture Southeast Asia; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Accenture Southeast Asia in Malaysia seeks a Service Performance & Analytics Lead to govern SLA performance, drive data-driven improvements, and deliver clear stakeholder reports.

You will analyze service data, lead root cause analysis and remediation, develop dashboards, and present insights to executives. Strong Excel/Power BI skills and Mandarin/English communication are essential.

Qualifications

• 6–8 years of experience in service performance, financial analysis, or project/account management.
• Proficient in Excel, Power BI, and PowerPoint for data visualization and reporting.
• Excellent communication in Mandarin and English; strong stakeholder management.
• Proven ability to influence and collaborate across teams.
• Client-facing or shared services experience is a plus; training provided.

Responsibilities

• Lead the governance of SLAs, including performance tracking, reporting, and escalation management.
• Conduct RCA and implement remediation plans for missed SLAs.
• Ensure timely reporting to internal and external stakeholders with transparency.
• Collaborate with function leads to resolve incidents and improve service outcomes.
• Present insights and recommendations to diverse audiences; drive decisions.
• Develop dashboards, scorecards and executive reports to support planning.

Skills

Data analysis

Power BI

Excel

PowerPoint

Mandarin

English

Stakeholder management

Presentation skills

Client-facing experience

Tools

Power BI

Excel

Job description

Accenture Southeast Asia in Malaysia seeks a Service Performance & Analytics Lead to govern SLA performance, drive data-driven improvements, and deliver clear stakeholder reports.

You will analyze service data, lead root cause analysis and remediation, develop dashboards, and present insights to executives. Strong Excel/Power BI skills and Mandarin/English communication are essential.