SLA Engineer

About the Role

TawanTech is seeking an SLA Engineer to join our team in Riyadh, Riyadh Province. This full-time role involves managing and monitoring Service Level Agreement (SLA) performance for IT services. The successful candidate will ensure transparent governance, compliance reporting, and continuous improvement of service delivery against agreed SLAs, Operational Level Agreements (OLAs), and operational Key Performance Indicators (KPIs).

Key Responsibilities

• Own IT SLA management and governance for operational IT services.
• Monitor, measure, and track service performance against agreed SLAs, OLAs, and KPIs.
• Produce weekly and monthly performance reports, executive dashboards, and scorecards.
• Identify service performance risks and coordinate corrective/preventive actions with relevant teams.
• Support service review meetings, operating governance forums, and management reporting.
• Maintain SLA/OLA/KPI documentation and ensure alignment with business objectives.
• Monitor exceptions and proactively engage stakeholders to mitigate risks.
• Analyze degradation trends and coordinate improvement plans with technical teams.
• Ensure accuracy and integrity of performance data collected from ITSM and monitoring platforms.
• Support Continuous Service Improvement (CSI) through service performance analysis.

Qualifications and Experience

• Minimum of 5 to 10 years of experience in IT Service Management and SLA Governance.
• Strong knowledge of ITIL Service Level Management processes.
• Experience in KPI development, reporting, and service performance analysis.
• Strong stakeholder management and communication skills.
• Experience in banking or highly regulated environments is preferred.

Work Type

This is a full-time position based in Riyadh, Saudi Arabia.