SLA Performance Manager
SLA Performance Manager
Posted on :
04-06-2025
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1 Vacancy
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Job Description
Description
Responsibilities
Qualifications
TheSLA Performance Managerserves as a liaison across multiple functions to ensure all customer shipments comply with customer SLAs minimizing fines and penalties associated with non-compliance. Initial responsibilities will include building team developing and implementing team processes and overseeing the development of dashboard reporting.
This position will serve ourWaterDivision located within a commutable distance to one of our office locations.
Responsibilities
- SLA (Program) Monitoring: Oversee and monitor all customer order shipment activities to ensure compliance with customer SLAs.
- Training and Education: Provide training and education to employees on program SLA requirements and best practices for order fulfillment processes.
- Risk Management: Identify and assess risks associated with shipment SLAs and develop strategies to mitigate these risks.
- Analysis & Reporting: Manage and/or conduct data analysis to identify risks and provide recommendations or risk mitigation. Prepare and present reports to senior management highlighting key findings and recommendations. Maintain metrics/KPIs and reports related to S&OP.
- Collaboration: Work closely with other departments such as logistics supply chain and customer service to ensure a cohesive approach to SLA management. Compare customer POs with the demand plan coordinate with cross-functional teams including Sales Customer Service Scheduling Materials Planning Operations and Shipping to close any gaps.
- Dispute management: Manages team that collects and documents data to support disputes and/or penalties. Communicates disputes and tracks through to resolution.
- Continuous Improvement: Lead systematic process improvements and workflow automation to improve customer SLA attainment. Recognize and adopt best practices in reporting and analysis: data integrity analysis validation and documentation
- Planning: Partner with demand-capacity planning team to manage customer demand projections and product manufacturing. Facilitate forecast review meetings.
- Performs other duties as assigned
Qualifications
- Bachelors degree in business administration Supply Chain Management or a related field.
- 5 years experience exempt level customer service or related experience.
- Excellent communication skills written and verbal with attention to detail and accuracy.
- Advanced computer skills and in-depth knowledge of relevant software such as MS Office Suite.
- Demonstrated ability to work well with others is a matrix team environment.
HOW TO STAND OUT:
- 2 years of experience leading a team
- Previous experience building out a department including establishing processes roles and responsibilities and hiring
- Experience leading change with execution of new initiatives across multiple functions
- Masters degree in business administration or related field
- Advanced data analytics experience including Power BI
- Demand planning operations planning or manufacturing experience
#LI-EM1
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Required Experience:
Manager
Employment Type
Full-Time
Department / Functional Area
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