Service Level Manager, Governance at Equifax Inc. in Alpharetta, Georgia

Job Description:

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

This position ensures all provided services and processes-including the underlying contracts-are in alignment with the agreed-upon service level targets stipulated by the contract. Analyze, administrate and negotiate customer Service Level Agreement (SLA) contracts. Recognize and defend favorable terms for IT and their ability to support requested SLA thresholds. Coordinate with business units and finance to ensure proper approvals for SLAs.

Lead application teams to effectively report impact from incidents. Report on impact to various levels of management.

Coordinate and schedule KPI and SLA reports to be released to internal and external clients.

What you'll do

• Design and recommend the EFX SLA strategic approach in partnership with key stakeholders
  
• Design and operationalize a 'plug and play' framework that allows account teams bring to life the strategic approach
  
• Remain up to date with SLA industry trends
  
• Understand SLA landscape and how competitors are approaching it
  
• Establish processes to continuously evolve SLAs leveraging it for competitive differentiation
  
• Report monthly on SLA failures
  
• Analyze, interpret and report to operations on SLA impact from incidents
  
• Negotiate favorable SLA contract terms
  
• Develop Standard SLA templates for new applications/services
  
• Maintain SLA contracts in an enterprise repository
  
• Ensure renewals comply with existing contractual agreements
  
• Drive savings from process improvements and SLA adherence
  
• Report SLA adherence monthly to accounting (Penalty Payments)
  
• Maintain ServiceNow audit weekly, monthly, quarterly and yearly
  
• Maintain all SLA and availability documentation and update as necessary
  
• Ensure audit report errors are fixed weekly
  
• Ensure impact records are updated within 24 hours for P1 and P2 (this is not always adhered to)
  
• Update all business units on business impact issues to be fixed
  

What experience you need

• Bachelors or Associates Degree/Technical Certification or equivalent job experience required
  
• Minimum of 3 years of experience with contracts and service level management
  

What could set you apart

• Understands the implications of requests to change the level of service or the functionality that a service provides
  
• Translates the business requirements provided by the customer representatives into service level requests for the service providers
  
• Prior negotiations service level agreements skills
  
• Ability to produce reports on the actual level of service provided
  
• Possesses a service-oriented attitude
  
• Understands the service management processes
  
• Understands the service level management procedures
  
• Ability to communicate with team members at various levels, including business leaders; providing end-to-end service level management communications, both internally and externally
  
• Experienced working with one or more of the following tools/technologies: ServiceNow, Confluence, Jira, AoDocs, Google Suite, SLA Related Tools, MS Office (Word, Excel, PowerPoint)
  
• Passion for and the ability to learn new technologies
  

Location:

This is a hybrid role that will be in the office 3 days per week in either our Alpharetta or Midtown office location. Team meetings are once a week and will be held in the Alpharetta office.

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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