Service Level Agreement Manager

Abunayyan Holding; As Sudiyah; On-site; OMR 36,000 - 60,000; Full time

Job summary

Abunayyan Holding is seeking a senior professional to lead SLA governance and service performance across multiple contracts. The role emphasizes developing frameworks, monitoring delivery, and driving improvements with cross-functional teams and clients.

The ideal candidate will have substantial experience in SLA management, operations, and contract performance, with professional certifications such as ITIL or Six Sigma considered advantageous.

Qualifications

• Bachelor’s Degree in Engineering, Business Administration, or related field.
• 8–10 years of progressive experience in service management, operations, or contract performance roles with strong expertise in SLA management, performance monitoring, and service delivery governance.
• Professional certifications such as ITIL or Six Sigma are advantageous.

Responsibilities

• Develop and implement SLA frameworks, policies, and standards to ensure consistent service performance management.
• Monitor SLA performance across contracts to ensure adherence to agreed service levels.
• Ensure SLA terms are aligned with contracts and adhered to across operations.
• Develop reports and dashboards to track SLA performance and provide actionable insights.
• Manage SLA breaches and escalate issues to ensure timely resolution and service recovery.
• Coordinate with internal teams and clients to ensure SLA alignment and service delivery excellence.

Skills

SLA management

Performance monitoring

Service delivery

Stakeholder coordination

Education

Bachelor's degree in Engineering

Bachelor's degree in Business Administration

Tools

ITIL

Six Sigma

Job description

Key Accountabilities:

• SLA Framework & Governance

Develop and implement SLA frameworks, policies, and standards to ensure consistent service performance management

• SLA Monitoring & Performance Management

Monitor SLA performance across contracts to ensure adherence to agreed service levels

• Contractual Compliance

Ensure SLA terms are aligned with contracts and adhered to across operations

• Performance Reporting & Analytics

Develop reports and dashboards to track SLA performance and provide actionable insights

• Issue Management & Escaltions

Manage SLA breaches and escalates issues to ensure timely resolution and service recovery

Drive initiatives to improve SLA performance and operational efficiency

• Stakeholder Coord

Coordinate with internal teams and clients to ensure SLA alignment and service delivery excellence

Job Specifications:

• Bachelor’s Degree in Engineering, Business Administration, or related field
• Minimum 8–10 years of progressive experience in service management, operations, or contract performance roles, with strong expertise in SLA management, performance monitoring, and service delivery gov
• enhance Professional certifications (e.g., ITIL, Six Sigma) are advantageous