We are seeking a highly skilled Consultant to join our Service Level Management Team. In this pivotal role, you will lead efforts to assess, monitor, and enhance Service Level Agreements (SLAs), ensuring the highest standards of service delivery and compliance with client contractual obligations. The ideal candidate will bring a strong background in Service Management, technology-driven environments, outstanding analytical capabilities, and proven leadership in cross-functional collaboration.
Key Responsibilities:
- Develop, implement, and manage comprehensive product and service improvement plans based on data-driven insights and stakeholder feedback.
- Conduct in-depth SLA re-assessments, risk analyses, and regular audits to ensure ongoing compliance, efficiency, and continuous improvement.
- Manage and triage service level requests while maintaining strong relationships with Product, Technology, Legal and Sales to ensure seamless alignment of SLAs and execution of improvement initiatives.
- Oversee SLA governance and compliance across client contracts, ensuring alignment with internal standards and mitigating financial risks.
- Act as a subject matter expert on SLA frameworks, advising on contract language, performance targets, measurement methodology, and exceptions.
- Drive improvements to the SLA intake, approval, and governance processes, introducing automations and workflows that improve visibility.
- Lead complex SLA negotiations with Sales and Legal by providing insights into operational feasibility and risk exposure.
- Ensure alignment between SLA contract language and reporting capabilities, partnering with reporting/analytics teams on feasibility and implementation.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
- Experience partnering with cross‑functional teams (Sales, Legal, Product, Technology) to support complex negotiations or client‑specific contract terms.
- Ability to translate operational capabilities and technical constraints into clear, client‑ready SLA language.
- Demonstrated skill in creating scalable processes, templates, and governance frameworks for SLA standardization.
- Excellent communication and presentation skills, with the ability to convey complex concepts to both technical and non‑technical stakeholders.
- Ability to manage multiple high‑visibility requests simultaneously while maintaining accuracy, consistency, and documentation quality
- Proven experience in Service Level Management, SLA issuance, or broader IT Service Management (ITSM) roles within a technology-driven environment.
- Strong analytical and problem-solving skills, with expertise in SLA assessment, data analysis, and reporting.
- Familiarity with CRM tools such Microsoft Dynamics and ServiceNow are good to have
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
