Assistant Manager SLA And Contract Management

CIB Service Level Agreements Industrialization and management

Responsibilities

CIB Service Level Agreements scope

1. Catalogue of Services & agreements standardization coordination

2. Coordination with global & Local CIB Managers/Owners to draft Catalogue of Services

3. Maintain the inventory of contracts and / or service catalogue

4. Produce management reports on the SLA inventory and / or Catalogue of Services

Location Service Level Agreements

1. Draft Service Level Agreements for the services provided to its Clients for CIB services

2. Become familiar with the Services Level Agreement template, in particular the insertions required to complete the document. Track any legal requirements specific to any country.

3. Become familiar with the Schedules of Services and understand what is required to complete the documents. Identification to be done leaning on Cluster Leads information. (For instance : the services, costs, service level parameters and any special conditions)

1. Keep track of all technical changes (services, dates, SLA etc) and update all Service Level Agreements.(If applicable)

2. Coordinate closely with India TAX team/Business Heads / Managers for obtaining the Catalogue of Services sign off if applicable

3. Liaise with the onshore ITO Q&E SLA Indus team and program manager

4. Keep a log of all activity and produce management reports

5. Coordinate and follow up for SLA validation and signatures, subsequently execution of the SLA if applicable

1. Excellent written and verbal communication.

2. Familiarity with Service Level Agreements / contracts terminologies

3. Ability to work on large Inventory of contracts & data

4. Prior experience of contract drafting

5. Knowledge of Intra Group Service Level Agreements and contract administration

6. Ability to manage multiple stakeholders