SLA Governance Lead

Job Summary

To support operational excellence, the full-time PMO Operations Reliability SLA Lead will establish and manage the SLA governance model, ensuring service expectations and reporting are clearly defined for both internal teams and external providers in a remote work environment.

Key Responsibilities

• Establish and rollout the SLA governance process across internal teams and external providers
• Track SLA performance and operational delivery visibility, reporting trends to leadership
• Act as a liaison between business stakeholders and technical teams, translating needs into governed service levels

Required Qualifications

• Bachelor's degree in Business, Information Technology, Operations, or a related field; equivalent practical experience considered
• 5-8+ years in PMO, program/portfolio management, or IT service management with experience in SLA governance
• Demonstrated experience in vendor management and SLA negotiation
• Proficiency in reporting and analytics tools such as Power BI or Excel
• Familiarity with the Atlassian suite (Jira, Confluence) for operational tracking and governance documentation