SLA Auditor

flint-international; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

FLINT INTERNATIONAL MIDDLE EAST is seeking an experienced SLA Auditor to monitor and report on service level agreements. You will analyze large data sets, leverage ServiceNow for breach tracking, and calculate penalties in line with contractual terms.

You will collaborate with service delivery teams, prepare dashboards, and maintain records of metrics and breach impacts. Strong Excel and analytical skills are essential for delivering actionable insights and continuous improvement.

Qualifications

• Proven experience with ServiceNow for SLA tracking and incident management.
• Advanced Excel skills for pivot tables and data analysis.
• Strong analytical skills with large datasets.
• Understanding of SLA concepts and penalty calculations.
• Attention to detail and accurate data handling.
• Excellent communication with internal teams.
• Ability to interpret contractual SLA terms.
• Knowledge of vendor exclusion rights in contracts.

Responsibilities

• Monitor SLA performance data using ServiceNow and other tools.
• Manipulate large data sets with advanced Excel to identify trends.
• Detect SLA breaches and apply penalties per contracts.
• Prepare detailed reports and dashboards on SLA performance.
• Collaborate with service delivery teams to ensure compliance.
• Maintain records of metrics, breaches, and penalties.
• Support audit/compliance activities related to service agreements.
• Continuously improve SLA monitoring processes and tools.

Skills

ServiceNow SLA tracking

Advanced Excel

Data analysis

SLA concepts

Penalty calculation

Attention to detail

Communication

Contract interpretation

Vendor exclusion rights understanding

Tools

ServiceNow

Job description

Location: Riyadh, KSA
Notice Period: Only Immediate joiners OR not longer than 30 days' Notice Period.

Job Description

The SLA Auditor is responsible for monitoring, analyzing, and reporting on Service Level Agreements (SLAs) compliance. This role requires expertise in handling large data sets, strong proficiency in Excel, and experience with ServiceNow for tracking and managing SLA breaches. The SLA Auditor will identify SLA breaches, calculate penalties according to contractual agreements, and provide actionable insights to improve service delivery.

Key Responsibilities:

• Monitor and analyze SLA performance data using Service Now and other tools.
• Manage and manipulate large data sets with advanced Excel skills to identify trends and anomalies.
• Detect SLA breaches promptly and accurately according to defined metrics and contractual terms.
• Calculate penalties and service credits based on SLA breach data and contract stipulations.
• Collaborate with service delivery teams to ensure SLA compliance and recommend corrective actions.
• Prepare detailed reports and dashboards summarizing SLA performance and breach impacts.
• Maintain accurate records of SLA metrics, breach incidents, and penalty calculations.
• Support audit and compliance activities related to service agreements.
• Continuously improve SLA monitoring processes and tools.

Required Skills and Qualifications:

• Proven experience working with ServiceNow platform for SLA tracking and incident management.
• Advanced proficiency in Microsoft Excel, including pivot tables, formulas, and data analysis functions.
• Strong analytical skills with the ability to work with large and complex data sets.
• Understanding of SLA concepts, breach identification, and penalty calculation methodologies.
• Excellent attention to detail and accuracy in data handling.
• Good communication skills to liaise with internal teams and stakeholders.
• Ability to interpret contractual agreements related to SLAs and penalties.
• Understand vendor exclusion rights as defined in contractual agreements, which specify conditions under which certain vendors or services may be excluded from SLA calculations or penalties.
• Accurately apply exclusion criteria and perform penalty calculations by interpreting contract terms to ensure fair and compliant SLA breach assessments.

Preferred Qualifications:

• Experience in IT service management or network operations environments.
• Familiarity with other data analysis or visualization tools.
• Knowledge of contract management and service delivery frameworks.

FLINT INTERNATIONAL MIDDLE EAST

Harnessing human insight to cut costs, fast-track tech adoption, and scale innovation globally.

• [phone]
• [e-mail]
• [phone]
• Flint International IT Services UAE, Burlington Tower, Office #905, Business Bay, Dubai, United Arab Emirates