SLA and Contract Manager

Náplň práce, právomoci a zodpovednosti:
In 2022, ESET has launched global Corporate Solutions Division, dedicated to support large companies and public institutions with bespoke cyber security solutions.

We are currently looking for an experienced outcome-oriented consultant for a role of SLA and Contract Manager.
In this role, you will collaborate with internal stakeholders (technology and product) and clients to establish clear, measurable service level agreements.

##Your responsibilities:##
- Ensure SLAs are documented, communicated, and agreed upon by all parties involved.
- Regularly monitor and analyze key performance indicators (KPIs) to assess adherence to SLAs.
- Create and maintain relationships with clients and serve as the point of contact for matters concerning contracts.
- Maintain proactive communication with clients regarding SLA performance and processes and address concerns.
- Generate reports and dashboards to provide insights into SLA performance.
- Identify trends, issues and overall performance based on collected data.
- Manage to run the weekly and monthly governance meetings of delivery team and clients.
- Collaborate with internal teams to incorporate specific requirements to internal platforms.
- Drive continuous improvement initiatives to optimize service delivery processes.
- Implement corrective actions and preventive measures to mitigate future SLA violations.
- Create and maintain relationships with vendors (3rd parties) to ensure back to back service delivery.
- Define and maintain processes and metrics for vendors in order to ensure quality of service.

##Our requirements:##
- Min. 4 years of experience in SLA management, contract management, or related roles
- Demonstrated experience in negotiating, implementing, and managing SLAs with clients
- Experience with direct contact with customers and partners is welcome
- Proficiency in analyzing complex data sets and performance metrics
- Ability to derive actionable insights and recommendations from data analysis
- Knowledge of ITIL (Information Technology Infrastructure Library) framework. Certificate is welcome
- Expert MS excel proficiency
- Strong interpersonal skills for building and maintaining client relationships
- Proven track record of identifying and resolving issues in a timely manner
- Ability to navigate and resolve conflicts effectively
- Ability to work collaboratively with cross-functional teams and stakeholders
- Fluent English (other languages welcome)