Job Description
Job Summary
The Service Level Manager (SLM) coordinates performance of field and channel service delivery across ECE & MEA regions, ensuring contractual and operational KPIs meet targets, and acts as a trusted advisor to the Country Support Manager.
Key Accountabilities
- Own country/geo service performance, track and analyze CX, sNPS, speed, efficiency and operational KPIs weekly and monthly.
- Lead performance governance and reporting, run structured cadence, link metrics to root causes, actions and customer impact.
- Coordinate cross‑functional problem management with Call Center Operations, Supply Chain, Quality and Field & Channel teams.
- Drive or facilitate Corrective Action Plans (CAPs) and support continuous improvement and transformation initiatives.
- Manage service performance escalations with clear root‑cause analysis, executive‑level narratives and recovery plans.
- Leverage data analytics, automation an...
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