Senior Specialist – SLA Management (Limited Duration Contract)

About the role

The Senior Specialist – SLA Management will oversee the performance and compliance of Service Level Agreements across internal teams, service providers, and vendors within the Enterprise Business Unit. This limited‑duration contract role ensures SLA commitments are met or exceeded, supporting seamless delivery of enterprise solutions.

Key responsibilities

• Track and evaluate SLA performance against agreed metrics, generating detailed reports on trends and improvement areas.
• Verify adherence to SLA commitments by internal teams and external partners, addressing deviations and implementing corrective action plans.
• Collaborate with the Head of Partnerships & Alliances and other stakeholders to align SLA practices with strategic goals and customer expectations.
• Identify cost‑saving and revenue‑generation opportunities while ensuring workforce needs are met.
• Participate in governance forums, ensuring solutions comply with Tech Operations standards and drive continuous improvement.

Required profile

• 3‑year tertiary qualification in a commercial or technical field (degree).
• At least 5 years of experience in IT service management with a strong focus on SLA monitoring and incident/problem management.
• Proven track record of collaborating with senior management, internal teams, and external partners.
• Experience working across diverse cultures and geographies is advantageous.