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SLA Management Specialist

2 weeks ago

Manila, National Capital Region, Philippines Wipro Technologies Full time
About the Role

We are seeking an experienced professional to lead our efforts in ensuring that all service level agreements (SLAs) and efficiency commitments are met.

Main Accountabilities
  1. Contribute to the development of RFP documents to ensure alignment with client expectations.
  2. Conduct transition audits to verify compliance with SLAs.
  3. Design new processes that align with client SLAs, focusing on quality and process maps.
  4. Maintain regular audits on assigned accounts to ensure readiness for external audits.
  5. Highlight potential risks related to SLAs or people.
  6. Analyze root causes of issues and propose improvement opportunities.
  7. Implement initiatives and tool interventions to meet efficiency commitments.
Cultivating Quality Culture
  • Develop and deliver Lean and Six Sigma training programs for account teams.
  • Lead initiatives such as Pragati to motivate incremental improvements within accounts.
  • Conduct assessments for RPA projects within DOP or for external clients.
  • Promote Lean and Six Sigma projects and track tangible benefits through Business Value Meter (BVM).