Service-Level Agreement Manager “SLA Manager”

Join Solutions; Riyad Al Khabra; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading organization in Saudi Arabia is seeking an experienced SLA Manager responsible for delivering service level agreements according to specifications. The role entails monitoring performance, ensuring compliance, and facilitating communication between IT and clients. Candidates should possess significant IT experience, particularly as a Process Owner, and hold an ITIL v3 Foundation certification. Strong leadership, English communication skills, and understanding of ITIL principles are essential. This role aims to enhance service delivery and efficiency.

Qualifications

• 5+ years of IT experience required.
• 2+ years of experience as a Process Owner.
• Two years of project management experience preferred.

Responsibilities

• Monitor SLA performance and facilitate communication between IT and clients.
• Ensure compliance with organizational needs and reporting.
• Run governance meetings with onshore clients.

Skills

Ability to work in a dynamic and demanding environment

Effective communication with all levels of management

Excellent oral and written presentation skills

Leadership and analytical skills

Deep understanding of ITIL principles and processes

Excellent English skills

Education

Bachelor's degree in Management Information Systems or related field

ITIL v3 Foundation

Project management certification (PMP is a plus)

Job description

About the job Service-Level Agreement Manager “SLA Manager”

Weare looking for SLA Manager (Arab Nationaility) who is accountable for ensuring that allservice level agreements (SLAs) are delivered according tospecifications/guidelines. The Service Level Manager will have overallresponsibility and accountability for the success of the Service LevelManagement (SLM) process

Responsibilities

• Monitoring SLAperformance for compliance with organizational needs and requirements. Facilitate communication between the ITdepartment and its clients to define and maintain the SLAS required for eachbusiness unit.
• Driving SLAOperations on focused with Contractual agreement and as per agreed OLA/SLA.
• Continualimprovement of the reporting & ratification process.
• Transparency &visibility of service level performance to the Management/Leadership
• Managesto run the weekly and monthly governance meetings with onshore and customers.
• Drive to achievePoints on all agreed KPI Targets.
• Setup and report on service level agreements

Education

• Bachelor'sdegree in Management Information Systems, Computer Information Systems, ComputerScience, or a related field
• ITILv3 Foundation is required
• ITIL Intermediate Certificate in Release,Control, and Validation (RCV) or Service Transition (ST) or OperationalSupports and Analysis (OSA) is a vital asset.
• A Project management certification is a plus.
• 5+ years of IT experience
• 2+ years of experience as a Process Owner
• Two years of project management experience(PMP a plus)

Skills

• Ability to work in a dynamic and demandingenvironment
• Ability to communicate effectively with alllevels of management
• Ability to make complex information accessible
• Excellent oral and written presentationskills.
• Demonstrated ability to coordinatecross-functional work teams toward task completion
• Demonstrated effective leadership andanalytical skills
• Advancedwritten and verbal communication skills are a must
• Capable of designing and implementingpractices, processes, and procedures that effectively utilize people andtechnology.
• Able to organize people and activities tomaximize process efficiency and effectiveness and define metrics to measureprocess outcomes.
• Excellent communication, teaching, andnegotiation skills
• Deep understanding of ITIL approach,principles, and processes
• Excellent English skills (spoken and written)
• Broad understanding of IT technologies andbusiness considerations