Service Level Agreement Manager📣 Job Ad

About the Role

Abunayyan Holding is seeking a Service Level Agreement Manager to join their team in Riyadh. This full-time role involves managing and enforcing Service Level Agreements (SLAs) across operational and service contracts to ensure performance, compliance, and continuous improvement in line with Operations Excellence objectives.

Role Purpose

The primary purpose of this role is to direct and oversee the management and enforcement of Service Level Agreements (SLAs) across all operations and service contracts. Working under the guidance of the OE Director, the manager will ensure service performance, adherence to contractual obligations, and drive continuous improvement in customer satisfaction and operational efficiency, aligning with the broader Operations Excellence objectives.

Key Accountabilities

• Develop and implement SLA frameworks, policies, and standards to ensure consistent service performance management across the organization.
• Monitor SLA performance across various contracts to ensure strict adherence to agreed service levels and operational standards.
• Ensure that SLA terms are fully aligned with contractual obligations and consistently adhered to throughout all operational processes.
• Develop comprehensive reports and dashboards to track SLA performance, providing actionable insights for decision-making and improvement.
• Manage SLA breaches and escalate issues appropriately to ensure timely resolution and effective service recovery.
• Drive initiatives focused on continuous improvement in SLA performance and overall operational efficiency.
• Coordinate effectively with internal teams and external clients to ensure SLA alignment and foster excellence in service delivery.

Experience and Qualifications

Candidates for this position should possess 5-10 years of relevant experience in managing service level agreements and operational performance. The role requires a professional with a strong understanding of SLA frameworks, performance monitoring, and contractual compliance.

Work Environment

This is a full-time position based in Riyadh, offering an opportunity to contribute to operational excellence within Abunayyan Holding. The salary for this role will be discussed during the interview process.

Application Process

Interested candidates are encouraged to apply for this Service Level Agreement Manager position to contribute to the strategic operational goals of Abunayyan Holding.