Service Level Agreement Specialist/ TL/Manager - Johor Bahru

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  • Globally Recognised Shared Service Centre
  • Flexibility and great opportunity to learn

About Our Client

Shared Services Industry

Job Description



  • SLA Management and Oversight
    • Define, develop, and implement Service Level Agreements (SLAs) that align with client and organizational needs.
    • Monitor and measure service performance against SLAs, ensuring timely reporting to stakeholders.
    • Coordinate regular reviews of SLAs and update agreements as necessary.


  • Performance Monitoring and Analysis
    • Track key performance metrics and generate reports for management, highlighting areas for improvement.
    • Analyze trends and root causes of service issues, collaborating with teams to resolve gaps in service delivery.


  • Stakeholder Management
    • Serve as the primary point of contact for SLA-related inquiries and issues.
    • Collaborate with clients, vendors, and internal teams to ensure clarity on service expectations and deliverables.
    • Address escalations promptly, working to resolve service issues and prevent future occurrences.


  • Continuous Improvement
    • Propose improvements to service processes based on performance data and feedback from stakeholders.
    • Lead or support initiatives aimed at enhancing service efficiency, quality, and client satisfaction.


  • Compliance and Risk Management
    • Ensure adherence to compliance standards and regulatory requirements related to SLAs.
    • Identify potential risks in service delivery and implement risk mitigation strategies.


The Successful Applicant

  • Bachelor's degree in Accounting, Finance, or a related field.
  • 5+ years of experience in SLA management or finance operations, ideally in shared services
  • Strong understanding of finance processes (e.g., month-end close, reconciliations, financial reporting).
  • Familiarity with SLA management tools, reporting software, and ERP systems (SAP, Oracle).
  • Excellent analytical and problem-solving skills with experience in performance analysis and reporting.
  • Strong communication skills to work with finance stakeholders and clients effectively.
  • CPA, ACCA, or other relevant accounting qualifications are a plus.


What's on Offer

  • Great opportunity to work for the MNC company in the world
  • International and virtual environment
  • Flexibility and great opportunity to learn
  • Tempting Compensation and benefits
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