SLA & Performance Reporting Officer
Full Time @Passcode Global posted 4 weeks ago in Project Management ShortlistAbout the job
We are seeking a detail-oriented SLA & Performance Reporting Officer to monitor, analyze, and report on service delivery performance across the organization. The role focuses on ensuring that Service Level Agreements (SLAs) are met, generating accurate reports, and providing actionable insights to support management decision-making. The ideal candidate is analytical, organized, and skilled in data interpretation and reporting tools.
Key Responsibilities
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Monitor and track performance against agreed Service Level Agreements (SLAs) across projects, departments, or clients.
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Collect, validate, and analyze operational and service performance data.
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Prepare timely, accurate, and insightful reports on KPIs, SLAs, and other performance metrics.
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Identify trends, gaps, and areas of improvement, and provide recommendations to management.
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Collaborate with operations, service teams, and management to resolve performance issues.
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Maintain accurate records of SLA performance, incidents, and service requests.
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Support audits, client reporting requirements, and compliance with contractual obligations.
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Assist in developing dashboards, performance scorecards, and automated reporting tools.
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Ensure continuous improvement in reporting processes and data quality.
