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
- Solid 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