SLA Manager - AFC

The AFC SLA Manager is responsible for overseeing all Service Level Agreement (SLA) obligations related to AFC contractors, ensuring compliance with contractual KPIs and maintaining operational efficiency. This role involves managing corrective and preventive maintenance activities, reviewing SLA performance reports, substantiating invoices, and streamlining workflows through EAMS Maximo. The SLA Manager will act as the technical liaison between contracts, operations, and stakeholders, providing feedback for future variations and ensuring smooth day-to-day AFC operations.

• Manage AFC contractors SLA obligations in line with contractual requirements
• Maintenance Oversight:
  Oversee all AFC corrective and preventive maintenance activities
• SLA Reporting:
  Review monthly SLA reports and verify performance against KPIs
• Invoice Validation:
  Substantiate SLA invoices based on defined KPIs
• Plan & SOP Review:
  Review SLA plans, RAM plans, and SOPs for maintenance activities
• Workflow Development:
  Create SOPs, processes, and EAMS Maximo workflows to streamline SLA management and address breaches
• Contract Support:
  Provide technical support to contracts team for enforcement of SLA obligations
• Future Variations:
  Offer technical feedback for future contract variations
• Inspection Team Management:
  Manage and lead the AFC SLA inspection team
• Service Ticket Oversight:
  Review EAMS Maximo workflows and processes for service tickets and work orders
• Interface Documentation:
  Develop and manage interface documents with stakeholders defining scope and escalation matrices
• Stakeholder Engagement:
  Conduct workshops, meetings, and interfaces with internal and external stakeholders to resolve operational issues

Bachelor's degree in Engineering, IT, or related field.

• Strong knowledge of AFC systems, SLAs, KPIs, and EAMS (Maximo)

Proven experience in SLA management, maintenance oversight, and contract enforcement.

• Ability to evaluate SLA performance and provide technical feedback

• Strong stakeholder management and liaison capabilities

• Experience in managing inspection teams and coordinating cross‑functional activities

• Aptitude for resolving operational issues and streamlining processes