SLA Specialist

Every SLA is a promise, and someone has to know exactly when it's kept and when it isn't. You own the register that tracks every one of them, the monthly pack that tells leadership the truth about vendor performance, and the follow-through when a breach costs the bank money it's owed back. It's a quiet function, but it's the one that keeps every vendor honest against what they signed up for.

• Maintain the SLA register and methodology, producing the monthly service-review pack
• Track vendor SLA performance across the estate
• Lead service-credit recovery when SLAs are breached
• Run root-cause analysis on SLA breaches to understand and address underlying issues

• 3+ years of experience in service-level management or analytics
• ITIL 4 Foundation certification
• Working proficiency in SQL

• You treat a missed SLA as money and trust owed back, not just a line in a report
• You'd rather find the root cause of a recurring breach than log it again next month
• You keep a register accurate and current because you know leadership will act on what it says
• You're comfortable being the one who holds vendors to what they actually signed up for