Job Description

• The Senior Specialist SLA Management is responsible for overseeing and ensuring the effective performance and compliance with Service Level Agreements (SLAs) across internal teams, service providers, and vendors within the Connected Enterprises Solutions business unit.
• The Senior Specialist works to align SLA management strategies with organizational goals and ensures that all SLA commitments are met or exceeded, contributing to the seamless delivery of Enterprise solutions.

Strategy Enablement

• Support the execution of Enterprise Connected Solutions and functional strategies by developing and implementing SLA management strategies that support the broader organizational objectives and align with the strategic goals of the Enterprise business unit.
• Facilitate the integration and adoption of current and future technologies by ensuring SLAs are designed to support technological advancements and operational efficiencies.
• Identify and leverage opportunities for SLA improvements that drive strategic value, enhance service delivery, and support the business unit’s goals.

Operational Delivery

• Track and evaluate SLA performance against agreed-upon metrics and standards.
• Verify adherence to SLA commitments by internal teams, service providers, and vendors, addressing any deviations or breaches.
• Develop and implement corrective action plans for performance issues or compliance gaps.
• Analyze SLA performance data to assess service quality and operational efficiency.
• Generate detailed reports on SLA performance, highlighting key metrics, trends, and areas for improvement.
• Collaborate with internal teams and external partners to resolve performance issues and improve SLA compliance.
• Work closely with the Head of Partnerships & Alliances and other key stakeholders to align SLA management practices with organizational goals and customer expectations.
• Act as a liaison between internal teams and external service providers to ensure effective communication and issue resolution.
• Ensure customer-centric service delivery, with a focus on improving the overall experience for internal users and external customers.
• Provide support and guidance on SLA-related matters, including performance expectations and compliance requirements.
• Provide insights and recommendations to support strategic decision-making and planning based on SLA performance data.
• Prepare and present comprehensive reports on SLA performance and compliance to senior management.
• Participate in effective interlock processes and ways of work regarding solution development and commercialisation with solution/ product domains and other core teams.

Budget Management/ Cost Control

• Identify cost-saving opportunities and efficiency improvements while ensuring that workforce needs are adequately met.
• Identify opportunities to generate additional revenue.

Governance, Policies, Procedures

• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures.
• Facilitate collaboration between internal teams and partners to drive joint initiatives and resolve issues.
• Participate in governance forums and required and ensure solutions developed comply with the Tech Operations standards defined.
• Identify, propose and implement technology and digital enablers to improve standards and compliance. Work in alignment with Group standards, practices, policies and principles.
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity.
• Where required, set up and participate in operational and tactical meetings.

Continuous Improvement

• Identify opportunities for enhancing SLA management processes and service delivery.
• Implement best practices and process improvements to boost SLA compliance and operational efficiency.
• Ensure that the relevant analysis of market knowledge, trends and competitive information is gathered and assimilated
• Ensure competitors benchmarking and gap analysis is performed as appropriate and incorporated into business operations
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.

People & Culture Management

• Enable and model healthy employee relations and collaborative teamwork. Coach and guide colleagues where required
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management.
• Take ownership of own personal development plans. Maintain self-development and knowledge in all required areas through learning and research
• Identify own as well as functional training needs.
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour.
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice.

Customer Experience and Satisfaction

• Assist in collecting and tracking Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data.​
• Help analyze customer feedback to identify patterns, pain points, and areas for improvement.​
• Support the execution of initiatives aimed at improving customer satisfaction and loyalty.​
• Collaborate with internal teams to address customer concerns and provide recommendations based on feedback.​
• Maintain accurate records of customer feedback and satisfaction scores for reporting purposes.

Education

• 3-year tertiary qualification/ degree (Commercial/ Technical) in related field
• Relevant certification/ additional requirements advantageous

Experience

At least 5 years related experience in in IT service management, with a strong focus on incident and problem management.

• Proven experience in managing and monitoring Service Level Agreements (SLAs) across internal teams and external service providers.
• Proven track record of collaborating with key stakeholders, including senior management, internal teams, and external partners.
• Demonstrated ability to track performance metrics, ensure compliance, and address any deviations or breaches.
• Worked across diverse cultures and geographies advantageous.

Skills

• SLA performance and improvement
• Aligning SLA management with technological advancements and strategic goals.
• Reporting on SLA performance

NB! Please note that this is a Limited Duration Contract (LDC).