Job description
The SLA Manager is responsible for driving Service Level Agreement (SLA) operations across all Keylane customers, ensuring contractual compliance, operational excellence, and continuous improvement. The role provides transparency into service performance, leads governance with stakeholders, and ensures consistent, high-quality SLA reporting aligned with business and customer expectations.
Key about your responsibilities
SLA & Performance Management
- Drive end-to-end SLA operations, ensuring adherence to contractual service level agreements.
- Ensure consistent alignment and standardisation of SLAs across all customers.
- Drive achievement of all agreed KPI and SLA targets.
- Proactively identify, monitor, and address SLA breaches and performance risks.
Reporting & Governance
- Own the creation, validation, and distribution of Service Level Reports (SLRs) to customers.
- Ensure 100% on-time delivery of Monthly SLA Reports and SLA Breach Reports.
- Continually improve the SLA reporting, ratification, and governance processes.
- Provide transparent and accurate visibility of service level performance to management and leadership teams.
Stakeholder Management
- Lead and facilitate periodic SLA governance and SLR review meetings with internal and external stakeholders.
- Conduct internal SLA performance meetings to review results, agree corrective actions, and track improvements.
- Act as a key point of contact for customers regarding SLA performance and service quality.
Continuous Improvement
Analyse SLA and KPI trends to identify improvement opportunities and systemic issues.
Highlight underperforming or negatively trending KPIs to management for proactive escalation.
Drive continuous improvement initiatives in collaboration with operations, delivery, and support teams.
Strong SLA and Operations Management experience.
Proven ability to manage service performance and KPI reporting.
Excellent stakeholder management skills across customers and internal teams.
Strong leadership and team management capabilities.
A clear service and quality mindset.
Strong analytical skills and attention to detail.
Excellent communication skills and accuracy in reporting.
A monthly gross salary between € 4.100 and € 6.000 based on 40 hours per week;
8% holiday allowance of your total gross salary;
A profit share, which is about one month salary on an annual base;
Travel reimbursement: a NS Business card or mileage allowance (€ 0.23 per km);
24 holiday days (with the option to buy extra) and 7 inclusion days, which can be exchanged with fixed Dutch national holidays, allowing you to take them when you like;
A pension scheme, with the option to save extra;
A comprehensive vitality offer to help you stay healthy. Read more here;
A one-year contract that, subject to satisfactory performance, will be converted into a permanent contract;
Flexibility in working environment. As part of a hybrid working team, you will work partly from home and partly from the office. If you work in the office, a free lunch is waiting for you every day. If you work from home, you will receive a working from home allowance (€ 4 net per day) and internet allowance (€ 35 net per month);
The possibility of working remotely from abroad for up to 2 months per year;
The opportunity to develop yourself at our Academy through courses and training, both professionally and personally;
An active and fun community of ‘Keylaners’. We also have after work drinks at our in-house pub every Thursday.
