Service Level Agreement

4 days ago

กรงเทพมหานคร, Thailand Kyndryl Full time

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Key Responsibilities:
SLA Development and Management:

- Develop, negotiate, and maintain SLAs in collaboration with clients
- Define service-level objectives (SLOs), key performance indicators (KPIs), and associated metrics.
- Ensure SLAs align with business goals, regulatory requirements, and industry best practices.

Monitoring and Reporting:

- Monitor service delivery to ensure compliance with agreed-upon SLAs.
- Analyze performance data, identify trends, and prepare regular reports on SLA adherence and service quality.
- Provide detailed insights and recommendations to address SLA breaches or risks.

Stakeholder Communication:

- Act as the primary point of contact for SLA-related inquiries and issues.
- Facilitate regular reviews and discussions with stakeholders to assess service performance and address concerns.
- Communicate changes to SLAs, policies, or processes to all relevant parties.

Process Improvement:

- Identify opportunities to improve service delivery processes and ensure continuous improvement.
- Work with cross-functional teams to implement corrective actions and enhancements.
- Regularly update SLA frameworks to adapt to evolving business needs.

Compliance and Risk Management:

- Ensure compliance with contractual obligations, organizational policies, and regulatory requirements.
- Proactively identify and mitigate risks related to SLA non-compliance.

Who You Are

Skills and Qualifications:

- 3+ years of experience in SLA frameworks, ITIL processes, and service management best practices.
- Analytical skills to interpret data and identify performance gaps.
- Excellent communication and negotiation skills to manage stakeholder relationships.
- Proficiency with IT service management tools and reporting platforms.
- Ability to handle multiple priorities and work in a dynamic environment.

Preferred Qualifications:

- Bachelor's degree in business, IT, or a technical related field.
- ITIL certification is highly desirable.
- Previous experience in SLA management or service delivery roles.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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