SLA Engineer

Role summary:

The SLA engineer will manage and monitor SLA performance for IT services, ensuring transparent governance, compliance reporting, and continuous improvement of service delivery against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and operational KPIs.

Key responsibilities:

Own IT SLA management and governance for operational IT services

Monitor, measure, and track service performance vs. agreed SLAs/OLAs and KPIs

Produce quality weekly/monthly performance reports, executive dashboards, and scorecards

Identify service performance risks and coordinate corrective/preventive actions with relevant teams

Support service review meetings, operating governance forums, and management reporting

Maintain SLA/OLA/KPI documentation and ensure alignment to business objectives

Monitor exceptions and proactively engage stakeholders to mitigate risks

Analyze degradation trends and coordinate improvement plans with technical teams

Ensure accuracy and integrity of performance data collected from ITSM and monitoring platforms

Support continuous service improvement (CSI) through service performance analysis

Requirements

Skills & experience requirements:

Minimum 5 years experience in IT service management and SLA governance

Strong knowledge of ITIL service level management processes

Experience in KPI development, reporting, and service performance analysis

Strong stakeholder management and communication skills

Experience in banking/highly regulated environments preferred