Key responsibilities: Review Analyze SOWs Extract key SLAs, performance metrics, and compliance requirements Identify critical contractual obligations related to service delivery SLA Performance Tracking Reporting Maintain and develop SLA performance dashboards Analyze trends and identify gaps in service performance Provide regular reports to leadership on SLA adherence Process Improvement Compliance Work with stakeholders to address SLA failures and recommend corrective actions Ensure teams understand and comply with contractual requirements Support Back to Green initiatives for underperforming SLAs Continuous Improvement Optimization Identify opportunities to enhance SLAs and recommend optimizations Collaborate with teams to implement best practices for operational excellence Use Lean Six Sigma principles to improve efficiency and effectiveness Stakeholder Collaboration Facilitate discussions on SLA improvements and performance management Other duties as assigned. Experience, Skills and Qualifications Required Requirements - Bachelors Degree in IT or Business Administration
- 3+ years working for IT managed service provider, preferably, service desk, logistics data center
- 3+ years experience in SLA tracking, contract analysis, process improvement, data analysis, or requirement documentation
- Robust analytical skills with experience in data visualization tools.
- Knowledge of Lean Six Sigma principles (Green Belt preferred)
- Exceptional attention to detail, organized, and self-starter Preferred Requirements - Specific experience analyzing and documenting IT managed service SOWs
- Lean Six Sigma Green Belt
- ITIL 4 Certification
- Minitab or Tableau proficiency