Service Level Agreement Manager📣 Job Ad

About Abunayyan Holding

Abunayyan Holding is seeking a dedicated Service Level Agreement Manager to join its team in Riyadh, Saudi Arabia. This is a full-time position focused on ensuring operational excellence and service delivery across the organization's contracts and operations.

Role Purpose

The primary purpose of this role is to manage and enforce Service Level Agreements (SLAs) across all operational activities and service contracts. Working under the direction of the OE Director, the Service Level Agreement Manager will be responsible for ensuring consistent service performance, compliance with contractual obligations, and driving continuous improvement in customer satisfaction and operational efficiency, all aligned with the broader Operations Excellence objectives.

Key Responsibilities

• Develop and implement comprehensive 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-upon service levels and operational benchmarks.
• Ensure that all SLA terms are accurately aligned with contractual agreements and consistently adhered to throughout all operational processes.
• Develop and maintain robust performance reports and dashboards to track SLA performance, providing clear and actionable insights to relevant stakeholders.
• Manage and address SLA breaches, escalating issues as necessary to ensure timely resolution and effective service recovery.
• Drive and implement initiatives focused on continuous improvement in SLA performance and overall operational efficiency.
• Coordinate effectively with internal teams and external clients to ensure alignment on SLA expectations and to promote excellence in service delivery.

Qualifications and Experience

• A minimum of 5 to 10 years of relevant professional experience in managing Service Level Agreements or similar operational performance roles.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring dedicated on-site presence to effectively manage and oversee all SLA-related activities.

Application Information

Candidates who meet the specified requirements are encouraged to apply for this role. Salary details will be discussed during the interview process.