SLA Governance Lead

Job Summary

Leading the rollout of the PMO SLA governance model, the full-time SLA Governance Lead will establish and manage service-level agreements across internal teams and external vendors, ensuring clear service expectations, operational delivery visibility, and effective stakeholder communication.

Key Responsibilities

• Establish and rollout the SLA governance process, defining business-facing SLA expectations and ensuring visibility to leadership
• Track SLA performance, operational trends, and maintain portfolio-level visibility into service catalog and production support
• Act as a liaison between business stakeholders and DevOps/Technology, translating business 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 of experience in PMO, program/portfolio management, or operational governance with a focus on SLA management
• Demonstrated experience in vendor management, including SLA negotiation and oversight
• Proficiency in reporting and analytics tools such as Power BI or Excel for operational reporting
• Strong facilitation and communication skills, capable of bridging business and technical teams effectively