SLA (Service Level Agreement) Manager

SLA (Service Level Agreement) Manager at Kwik Delivery

Kwik Delivery is a fast-growing technology company in the logistics space in Africa. We enable merchants and businesses to sell, deliver, store, fulfil and get paid through a range of digital services. We have offices in Paris, Lagos and Abuja.
We are recruiting to fill the position below:

Job Title: SLA (Service Level Agreement) Manager

Location: Lagos
Role

The role of the SLA Manager is to ensure that all service level agreements (SLAs) for our delivery customers are met according to specifications.
This includes developing, managing, and administering service management best practices.
The SLA Manager will also facilitate communication between the operations department and its clients in order to define and maintain the SLAs required for each service.

Responsibilities
SLA Manager is responsible for:

Define, document, agree, monitor, measure, report and review the level of delivery services provided
Provide and improve relationship and communication with the business and customers
Ensure that specific and measurable targets are developed for all relevant operational services
Monitor and improve customer satisfaction with the quality of service delivered
Monitor service performance against SLAs
Ensure that Operations and the customers have a clear and unambiguous expectation of the level of service to be delivered
Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
Determine, document and agree requirements for new services
Produce service reports
Conduct service reviews and instigate improvements
Leading and supporting the Service Level Management team.
Understanding the full scope of the Service Level Management process.
Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
Key Performance Indicators (KPIs):

Number of services that are not meeting agreed service targets at present
Number of SLA targets missed
Number of SLA targets threatened
Percentage of services covered by SLAs.
Metrics:

Number of bypasses of the service
Number and severity of service breaches
Number of services with timely reports and active service reviews
Results from Customer Satisfaction Surveys
Documentary evidence that issues raised at service and SLA reviews are being followed up and resolved
Incidents against the service.

Education / Skills

Bachelor’s Degree with 4 – 5 years of experience in logistics industry
Excellent MS office skills and MIS reporting.
Required:

English.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online