Data Driven SLA Manager

hace 2 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

At Experian, we empower consumers and clients to manage their data with confidence. We help individuals take financial control, businesses make smarter decisions, and lenders lend more responsibly. As a Data Driven SLA Manager, you will play a crucial role in establishing and managing Service Level Agreements.

This position requires strong MS Excel skills, data analysis, reporting, and management capabilities. You will work closely with our Service Management teams to ensure all contractual obligations are met by 3rd party service providers for Employee Technology & Operations Teams.

Your responsibilities will include:

  • Identifying and creating performance metrics, SLA measurement and reporting, Root Cause Analysis of Service levels and other service delivery metrics.
  • Auditing and risk management of service contracts.
  • Managing and maintaining Service Level Agreements for internal teams and external IT Service Providers.

You will also be responsible for ensuring contractual obligations are fulfilled, including agreed Service Improvement action plans and report status as required.

Key qualifications for this role include:

  • Bachelor's Degree or equivalent experience in Computer Science, Management Information Systems, econometrics, statistics or a related field.
  • Demonstrable experience as a reporting analyst.
  • Knowledge of suitable data analytic processes.


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