Job
Description
Job Title: SLA Manager Location: Coimbatore Department: Service Management Reports To: General Manager Job Overview: We are seeking a detail-oriented and proactive SLA Manager to oversee the development, implementation, and management of Service Level Agreements (SLAs) for our organization. The ideal candidate will be responsible for ensuring that service delivery meets or exceeds agreed-upon standards, managing relationships with clients and internal stakeholders, and driving continuous improvement in service quality. Key Roles & Responsibilities: SLA Development: Develop, negotiate, and implement Service Level Agreements with clients and internal departments. Ensure that SLAs align with organizational goals and customer expectations. Performance Monitoring: Monitor and evaluate service performance against SLA metrics. Generate and analyze performance reports to identify trends, areas for improvement, and compliance issues. Incident & Escalation Management: Manage and resolve SLA-related issues and escalations. Act as the point of contact for SLA-related queries and concerns, ensuring timely resolution. Continuous Improvement: Drive initiatives to improve service delivery and operational efficiency. Collaborate with cross-functional teams to implement best practices and process improvements. Stakeholder Communication: Maintain strong relationships with clients and internal stakeholders. Communicate SLA performance and updates regularly, ensuring transparency and alignment. Compliance & Reporting: Ensure compliance with SLA terms and conditions. Prepare and present reports on SLA performance, including compliance status, issues, and improvement plans. Training & Support: Provide training and support to internal teams on SLA-related processes and procedures. Ensure that all relevant staff understand and adhere to SLA requirements. Documentation: Develop and maintain comprehensive documentation related to SLAs, including agreements, performance metrics, and improvement plans. Qualifications: Education: Bachelor’s degree in Business Administration, Information Technology, or a related field, or equivalent work experience. Experience: 3-5 years of experience in SLA management, service management, or a related role. Experience in managing SLAs in a technical or service-oriented environment is preferred. Technical Skills: Strong understanding of SLA principles, metrics, and best practices. Proficiency in service management tools and software (e.g., ITSM platforms). Familiarity with industry standards and frameworks (e.g., ITIL). Soft Skills: Excellent analytical and problem-solving skills. Strong communication and interpersonal skills. Ability to manage multiple priorities and work under pressure. Detail-oriented with a focus on quality and customer satisfaction. Preferred Skills: Experience with contract negotiation and management. Knowledge of project management methodologies and tools. Familiarity with data analysis and reporting tools. Why Join Us: Career Growth: Opportunities for professional development and career advancement within the organization. Dynamic Environment: Work in a fast-paced and innovative environment with a focus on excellence. Competitive Compensation: Attractive salary and comprehensive benefits package. Collaborative Team: Join a supportive and dedicated team committed to delivering high-quality service. Job Types: Full-time, Permanent Pay: Up to ₹40,000.00 per month Benefits: Commuter assistance Health insurance Schedule: Day shift Supplemental Pay: Yearly bonus Work Location: In person Speak with the employer +91 8056866655
