Service Level Manager (Manager)

About the Role

Develop and maintain strong working relationships with key internal and external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.

Responsibilities

• Negotiate, agree, design, manage and maintain SLA's and associated credit structures as required.
• Negotiate, agree, design, manage and maintain Operational Level Agreements (OLA's) or Operational Service Protocols (OSP's) as required.
• Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.
• Develop and manage Corrective Action Plans with Service Providers, as necessary.
• Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes.
• Responsible for Daily Service Review, Weekly Service Review and Monthly Service Review processes, ensuring they are run effectively.
• Accountable for all aspects of Service Provider(s) Performance Management.
• Track escalated performance issues and disputes with Service Providers.
• Drive the Service Provider(s) continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts.
• Communicate to stakeholders, including high management, of any major incident or problem affecting service availability.

What We Offer

• Opportunity for career growth and development in the #1 FinTech company in the country
• Working with a dynamic and highly collaborative team who want to change the game
• A company that values their people with highly competitive and flexible compensation and benefits package