SLA Governance Lead

Job Summary

Leading the rollout of the PMO SLA governance model, the full-time remote SLA Governance Lead will manage service expectations, response times, and reporting processes across internal teams and external vendors, ensuring operational delivery visibility for leadership.

Key Responsibilities

• Establish and implement the SLA governance process for service levels and expectations
• Maintain portfolio visibility into service catalog and operational initiatives, ensuring major work is tracked effectively
• Report on SLA performance and operational trends to provide leadership with a clear view of operational health

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
• Experience in vendor management, including SLA negotiation and oversight
• Proficiency in reporting tools such as Power BI or Excel for operational analytics
• Familiarity with DevOps/SRE concepts and the ability to translate business needs into technical requirements