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Functional Lead - Service Commitments & SLAs

Job Category:

Administration / Corporate Services

Job Level:


Open Date:




Close date:


Client Industry:

TECHNOLOGY (IT & IT peripherals)

Job Description and Qualification:

We are in need of (1) Functional Lead - Service Commitments and SLA's to work for a global provider of financial markets data and infrastructure. The work location will be in Upper McKinley, Taguig City.

Job Qualifications:

  • Bachelor’s degree holder
  • With at least 8 years' work experience and up in any related field
  • Excellent verbal and written communications skills
  • Experience managing stakeholders in a complex matrix environment
  • Ability to manage difficult customer conversations
  • Ability to work under pressure, against tight deadlines, and to drive creative outcomes in unclear situations
  • Familiarity with analytics, methodologies, data reporting and visualization
  • Ability to work proactively, with strong interpersonal skills across all levels of staff
  • Knowledge of business processes and internal workflow of the specific delivery team is a distinct advantage

Job Description:

  • Work as part of a team with Functional Leads and BDT leaders to build a deep understanding of the KPIs, business processes, and capabilities that are most critical to the client’s customers
  • Define CO Customer Commitments (Statement of Service) and assure alignment across Business Delivery Teams, providing governance around performance and targets where applicable
  • Partner with Sales & Account Management, Commercial Policy, Proposition, and Legal to negotiate, analytically support, and participate in quarterly Customer SLA performance reviews
  • Partner with our analytics and reporting teams to identify datasets, KPIs, and business expertise to support each SLA request prioritizing consistency with existing customer commitments
  • Ensuring baseline risk/cost analysis is competed for all SLA commitments with appropriate stakeholder sign-off for any new or non-standard commitments
  • Work with our other shared services groups, specifically Performance Excellence and Process Engineering and Automation, sharing recommendations for customer experience and KPI improvements as required
  • Continually improve knowledge of the client’s operations by engaging with Customers, Sales & Account Management, Commercial Policy, Proposition, Legal and other relevant stakeholder groups

Interested applicants may visit our office at 2F RCI Bldg., 105 Rada St., Legaspi Village, Makati City or contact 0928 504 5915 for more details. Look for Aira.