Service Level Agreement Specialist/ TL/Manager
5 days ago
- Globally Recognised Shared Service Centre
- Flexibility and great opportunity to learn
About Our Client
Shared Services Industry
Job Description
- SLA Management and Oversight
- Define, develop, and implement Service Level Agreements (SLAs) that align with client and organizational needs.
- Monitor and measure service performance against SLAs, ensuring timely reporting to stakeholders.
- Coordinate regular reviews of SLAs and update agreements as necessary.
- Performance Monitoring and Analysis
- Track key performance metrics and generate reports for management, highlighting areas for improvement.
- Analyze trends and root causes of service issues, collaborating with teams to resolve gaps in service delivery.
- Stakeholder Management
- Serve as the primary point of contact for SLA-related inquiries and issues.
- Collaborate with clients, vendors, and internal teams to ensure clarity on service expectations and deliverables.
- Address escalations promptly, working to resolve service issues and prevent future occurrences.
- Continuous Improvement
- Propose improvements to service processes based on performance data and feedback from stakeholders.
- Lead or support initiatives aimed at enhancing service efficiency, quality, and client satisfaction.
- Compliance and Risk Management
- Ensure adherence to compliance standards and regulatory requirements related to SLAs.
- Identify potential risks in service delivery and implement risk mitigation strategies.
The Successful Applicant
- Bachelor's degree in Accounting, Finance, or a related field.
- 5+ years of experience in SLA management or finance operations, ideally in shared services.
- Strong understanding of finance processes (e.g., month-end close, reconciliations, financial reporting).
- Familiarity with SLA management tools, reporting software, and ERP systems (SAP, Oracle).
- Excellent analytical and problem-solving skills with experience in performance analysis and reporting.
- Strong communication skills to work with finance stakeholders and clients effectively.
- CPA, ACCA, or other relevant accounting qualifications are a plus.
What's on Offer
- Great opportunity to work for the MNC company in the world.
- International and virtual environment.
- Flexibility and great opportunity to learn.
- Tempting compensation and benefits.
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