SLA Performance & Governance 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

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.