PMO Operations Reliability SLA Lead

Key Responsibilities

• SLA Governance & Service-Level Management (Primary Focus)
• Establish and rollout the SLA governance process across internal teams and external / commercial providers.
• Define business-facing SLA expectations with stakeholders — service priorities, support needs, escalation requirements, and acceptable service levels.
• Partner with DevOps / Technology to translate business SLA expectations into technical SLOs, SLIs, monitoring, and operational reporting — without owning the final technical definitions.
• Ensure SLA commitments, support models, escalation paths, and reporting expectations are documented and visible to leadership.
• Track SLA performance, incident trends, production-support health, and operational risk using data and reporting provided by Technology Ops.

Operational Delivery Visibility & Portfolio Governance

• Maintain portfolio-level visibility into service catalog, service tiers, production support, and reliability.
• Track operational initiatives that consume the SLA Governance Model.
• Ensure major work is represented on the portfolio sheet rather than running invisibly.
• Maintain intake hygiene: separate bugs / issues from feature requests and ensure feature requests do not bypass intake through BAU or support channels.
• Capture operational project plans, risks, dependencies, and escalations.
• Coordinate operational project plans, risks, dependencies, and escalations.
• Capacity & Tradeoff Planning
• Help leadership understand operational tradeoffs between BAU, security, architecture, reliability, and project delivery.

Reporting & Leadership Visibility

• Report SLA, incident, reliability, and operational trends (provided by Technology Ops) in a clear, leadership-ready form.
• Maintain a single, trusted view of operational delivery health that leadership can rely on for decisions.
• Use AI to support reporting where helpful — e.g., synthesizing operational and SLA data, summarizing trends, and surfacing emerging risk — with human oversight and clear guardrails.

Stakeholder Leadership & Communication

• Act as the bridge between business stakeholders and DevOps / Technology — translating business needs into governed service levels, and technical reporting back into business insight.
• Build shared ownership of service levels across teams and influence outcomes without direct authority over technical execution.
• Communicate clearly and credibly to leadership, and coordinate escalations calmly when operational risk rises.
• Accountable for ensuring that all discussions result in clear decisions, defined ownership, actionable next steps, agreed scope boundaries, documented trade-offs, and transparent follow-through.
• Demonstrates the ability to communicate with clarity, professionalism, and appropriate candor; facilitate alignment across diverse stakeholders; and accurately represent differing viewpoints while maintaining objectivity and organizational priorities.