Manager – Performance Management CoE (SLA Governance)
Job Summary
Job Description
The Manager – Performance Management CoE (Center of Excellence) is responsible for driving service performance excellence across vendors, functions, and geographies. This role will lead SLA governance, analytics, reporting, and continuous improvement initiatives to ensure alignment with contractual obligations, service quality expectations, and organizational objectives. Key responsibilities include leading end-to-end SLA and KPI governance, ensuring accurate performance data reporting, monitoring trends, and driving corrective actions with suppliers. The role also involves establishing standardized SLA governance frameworks, developing playbooks and SOPs, managing the performance reporting lifecycle, creating executive dashboards, and providing actionable insights. Stakeholder management with Service Owners, Business Units, Procurement, and Legal is crucial, including conducting Quarterly Business Reviews (QBRs) with vendors. The role also focuses on identifying automation opportunities and supporting transformation programs to elevate vendor and service performance.
Must have:
- 10-15 years in IT performance management
- SLA and KPI governance
- Vendor governance
- Strong Excel, Power BI, Tableau skills
- Understanding of SLA/OLA frameworks
- ITIL knowledge
- Service delivery knowledge
- Strategic thinking
- Analytical skills
- Vendor relationship management
Good to have:
- ITIL v4 certification
- Six Sigma certification
- PMP certification
- CSM certification
- ServiceNow experience
- AI/ML or RPA tool experience
Perks:
- Lead a high-impact, cross-functional CoE
- Work in a dynamic, data-driven environment
- Exposure to senior leadership
- Help shape enterprise-wide service excellence initiatives
5 skills required
Job Details
Description
Position Summary:
The Manager – Performance Management CoE (Center of Excellence) will be responsible for driving service performance excellence across vendors, functions, and geographies. This role will lead SLA governance, analytics, reporting, and continuous improvement initiatives to ensure alignment with contractual obligations, service quality expectations, and organizational objectives.
Key Responsibilities:
SLA Governance and Performance Oversight
- Lead end-to-end SLA and KPI governance across IT service providers and internal towers.
- Ensure accurate, timely reporting and interpretation of performance data.
- Monitor trends, identify performance gaps, and drive corrective action plans with suppliers.
Operational Excellence and CoE Development
- Establish and maintain standardized SLA governance frameworks, templates, and dashboards.
- Develop playbooks, SOPs, and best practices for performance management activities.
- Act as a change agent to build performance-centric culture across the organization.
Analytics, Reporting & Insights
- Manage the performance reporting lifecycle: data collection, validation, analysis, and communication.
- Create executive-level dashboards and performance scorecards using tools like Power BI, Tableau, or Excel.
- Provide actionable insights to business stakeholders and governance forums.
Stakeholder Management
- Collaborate with Service Owners, Business Units, Procurement, and Legal for contract compliance and vendor engagement.
- Conduct QBRs with vendors, presenting performance trends, compliance issues, and improvement plans.
- Ensure transparency and alignment across global and regional teams.
Continuous Improvement & Automation
- Identify automation opportunities in SLA tracking and reporting using AI/ML or RPA tools.
- Drive initiatives to improve speed-to-resolution, customer satisfaction, and cost efficiency.
- Support transformation programs that elevate vendor and service performance.
Required Qualifications:
Education: Bachelors in IT, Business, or related field
Experience: 10–15 years in IT performance management, SLA’s, Managed services background, vendor governance
Tools: Strong skills in Excel, Power BI, Tableau, ServiceNow
Knowledge: Deep understanding of SLA/OLA frameworks, ITIL, service delivery
Certifications (preferred): ITIL v4, Six Sigma, PMP, CSM,
Key Competencies:
- Strategic Thinking and Operational Discipline
- Strong Analytical and Presentation Skills
- Vendor and Stakeholder Relationship Management
- Change Management and Influence
- Communication and Executive Reporting
- Results-Oriented and Collaborative Mindset
Why Join Us:
- Lead a high-impact, cross-functional CoE central to our client success.
- Work in a dynamic, data-driven environment with exposure to senior leadership.
- Help shape enterprise-wide service excellence initiatives.
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