SLA and Contract Manager

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
• Fluent English (other languages welcome)
• Degree in Information Technology, or related field. Advanced degree preferred
• 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

Employee perks, benefits:

please visit our website: https://www.eset.com/sk/o-nas/kariera/benefity/

Basic wage component (gross): from 2200 EUR
*The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.

Performance bonus 2 times per year up to 10% of the basic salary paid for the evaluation period (usually 6 months).