About this role
Envision Employment Solutions is currently looking for an SLA Specialist for one of our partners, a leading Digital Bank!
THE ROLE
Every SLA is a promise, and someone has to know exactly when it's kept and when it isn't. You own the register that tracks every one of them, the monthly pack that tells leadership the truth about vendor performance, and the follow-through when a breach costs the bank money it's owed back. It's a quiet function, but it's the one that keeps every vendor honest against what they signed up for.
WHAT YOU’LL DO
Maintain the SLA register and methodology, producing the monthly service-review packTrack vendor SLA performance across the estateLead service-credit recovery when SLAs are breachedRun root-cause analysis on SLA breaches to understand and address underlying issues
WHAT WE’RE LOOKING FOR
3+ years of experience in service-level management or analyticsITIL 4 Foundation certificationWorking proficiency in SQL
YOU’LL THRIVE HERE IF YOU
You treat a missed SLA as money and trust owed back, not just a line in a reportYou'd rather find the root cause of a recurring breach than log it again next monthYou keep a register accurate and current because you know leadership will act on what it saysYou're comfortable being the one who holds vendors to what they actually signed up for