Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We're Looking For
This position is primarily responsible for the management of customer SLAs for the organization, including review/approval of customer non-standard contractual SLA, tracking and reporting of SLA performance, SLA outage review, analysis and calculation of financial impact, monthly SLA reporting, design and development of reports and dashboards to automate SLA reporting and initiatives to streamline and further SLA visibility and reporting to the organization.
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Some of What You'll Do
Scope of the Role:
- Direct Reports: This is an individual contributor role with no direct reports
Key Responsibilities
- Review and approve customer contractual SLA terms.
- Determine and report the financial impact of service outages or performance degradation.
- Track service performance metrics and generate monthly SLA reports for customers.
- Serve as primary point of contact for SLA-related inquiries (customer or product).
- Take ownership of SLA-related issues, coordinating resolution with relevant teams.
- Maintain and expand technical expertise in SLA Automated Reporting systems (including SQL Server, SSIS, SSRS).
- Design, implement, and maintain ETL (Extract, Transform, Load) packages for SLA data.
- Develop, enhance, and automate SLA reporting tools and dashboards.
- Gather, validate, and integrate new SLA data sources for improved reporting.
- Create and maintain monitoring tools to ensure SLA reporting accuracy and availability.
- Produce ad-hoc SLA reports as requested by stakeholders.
- Support organizational SLA projects by defining measures, requirements, and data collection mechanisms.
- Act as project manager for SLA-related development and administration projects as needed.
- Analyze SLA project requirements, estimate resources, and plan deliverables.
- Provide business insights and recommendations based on SLA performance data and contract deviations.
Experience, Education, and Certifications:
- Bachelor’s degree in a relevant field (e.g., Information Systems, Computer Science, Business Administration).
- 5–8 years of experience in SLA administration, service reporting, or related roles.
- 2+ years of experience as a Process Owner
- Project management experience is a plus
- Experience with MS SQL Server (SSRS, SSIS, SSAS), Visual Studio, and SQL Server Management Studio (2008 or newer).
- Solid experience developing databases, web-based user interfaces, reports, and ETL processes.
- Experience reviewing and interpreting legal contracts is preferred.
- Familiarity with business intelligence, data warehousing, and automation for reporting.
- Project management certification is desired.
Additional Requirements:
- Strong analytical, research, and critical thinking abilities.
- Excellent attention to detail and commitment to quality.
- Superior written and verbal communication skills.
- Effective project management and coordination skills, including cross-departmental collaboration.
- Ability to manage multiple tasks and projects simultaneously under tight deadlines.
- Self-motivated and able to work independently with minimal supervision.
- Proven capability in process improvement and driving change.
- Strong interpersonal and leadership skills, including facilitation of meetings and teamwork.
- Ability to analyze complex systems and provide actionable insights
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Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
Know someone at Syniverse?
Be sure to have them submit you as a referral prior to applying for this position.