SLA & Service Performance Manager

GCash; Center City (MN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Career growth opportunities

Collaborative team environment

Competitive compensation and benefits

Job summary

GCash, a leading FinTech company, is seeking a dedicated Service Delivery Manager to fortify relationships with internal teams and external partners. You will design and oversee SLAs/OLAs, manage service levels, and drive improvements to ensure reliable service delivery.

The role requires proactive incident handling, governance of service reviews, and clear communication with executives on major incidents affecting availability. A strong focus on collaboration and value realization is essential.

Qualifications

• Strong ability to build and maintain relationships with internal and external stakeholders.
• Experience negotiating SLAs and OLAs and managing service metrics.

Responsibilities

• Develop and maintain strong working relationships with key stakeholders including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.
• Negotiate, design, manage and maintain SLAs and credit structures as required.
• Negotiate, design, manage and maintain OLAs or OSPs as required.
• Proactively manage service levels, focusing on prevention of failures and swift corrective actions.
• Manage corrective action plans with service providers as necessary.
• Coordinate with Change Managers for service and change requirements.
• Oversee Daily/Weekly/Monthly Service Review processes.
• Accountable for performance management of service providers and escalation handling.
• Drive continual improvement with service providers to deliver value.
• Communicate major incidents or problems affecting service availability to stakeholders.

Skills

Stakeholder management

SLA/OLA negotiation

Service level management

Vendor management

Job description

GCash, a leading FinTech company, is seeking a dedicated Service Delivery Manager to fortify relationships with internal teams and external partners. You will design and oversee SLAs/OLAs, manage service levels, and drive improvements to ensure reliable service delivery.

The role requires proactive incident handling, governance of service reviews, and clear communication with executives on major incidents affecting availability. A strong focus on collaboration and value realization is essential.