SLA (Internal Contract) Coordinator / Governance Specialist

Job Title: SLA (Internal Contract) Coordinator / Governance Specialist

Location: Chennai

Experience:

Employment Type:

Position Overview

The SLA (Internal Contract) Coordinator is responsible for managing the end-to-end lifecycle of Internal Contracts (IC) / Service Level Agreements (SLA) across IT and business functions. This role ensures that all contractual documents are issued, reviewed, approved, and governed in alignment with legal, compliance, regulatory, and project delivery requirements. The role requires strong stakeholder coordination, meticulous documentation management, and the ability to work in an international and fast-paced environment.

Key Responsibilities

1. SLA / Internal Contract Management

• Coordinate the issuance of SLAs (ICs) with IC Factory teams, Banking Platform IT teams, Project Managers, and Beneficiaries.
  
• Facilitate SLA/IC signature processes with onshore managers, service providers, and beneficiaries.
  
• Initiate contract creation upon deployment of new purchases or in-house applications.
  

2. Governance & Compliance

• Ensure all legal documents are compliant with project deliverables, regulatory requirements, and internal guidelines.
  
• Collaborate closely with Legal and Compliance teams to ensure alignment with Data Protection (GDPR) and IT Security policies.
  
• Support audit and compliance checks associated with SLAs.
  

3. SLA Performance Monitoring

• Produce periodic SLA/IC performance KPIs and dashboards.
  
• Ensure service review meetings are held with stakeholders, covering KPIs, service quality, and improvement actions.
  
• Actively contribute to SLA governance forums.
  

4. Stakeholder Management & Meetings

• Schedule, prepare, and lead committee and governance meetings.
  
• Escalate delays, risks, or blocking issues to appropriate stakeholders.
  
• Ensure smooth communication between international teams, onshore managers, and internal departments.
  

5. Controls & Documentation

• Manage and monitor internal controls executed on SLAs.
  
• Maintain proper documentation, version control, and audit trails for all Internal Contracts.
  

Technical Skills Required

• Minimum

  10 years of experience

  in SLA / Internal Contract management.
• Strong knowledge of

  legal documentation

  ,

  GDPR/data protection

  , and

  IT security requirements

  .
• Proficiency in

  MS Excel

  ,

  PowerPoint

  ; working knowledge of

  Power BI

  is an advantage.
• Excellent command of

  English (written and verbal)

  .
• Experience working in

  international, cross-functional environments

  .