Strategic Service Delivery Manager

hace 4 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

Experian is the world's leading global information services company, empowering consumers and clients to manage their data with confidence. We help individuals take financial control, businesses make smarter decisions, lenders lend more responsibly, and organizations prevent identity fraud and crime.

We are seeking an innovative and experienced Contracts/SLA Manager to join our team. This role will work closely with Service Management teams, establishing and managing Service Level Agreements and ensuring all contractual obligations are met by 3rd party service providers for Employee Technology & Operations Teams.

Responsibilities
  • Establish and maintain Service Level Agreements for internal teams and external IT Service Providers
  • Manage and track related SLAs, processes, and inputs/outputs for existing and new IT Service Providers
  • Monitor and report on SLA performance, tracking contractual timelines and ensuring agreed Service Improvement action plans are implemented
  • Manage Service Level Credits and collaborate with Finance to ensure accurate application
  • Understand customer expectations, including managing escalations and building communication plans
  • Maintain contingency plans and risks, delivering efficiencies and service improvements through continuous improvement initiatives

This position requires strong MS Excel skills, data management, organizational skills, and communication skills. Key qualifications include experience with outsourced operations service provider contracts, SLA management, data management, and advanced experience in Power BI or Tableau.

Qualifications
  • Bachelor's Degree or equivalent experience in Computer Science, Information Systems, or a related field
  • 10+ years of experience in SLA Management, with expertise in vendor and contract management, quality assurance, and testing
  • Advanced experience in MS Excel and ITIL foundation certification or training


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