SLA Manager

OVERVIEW

Xapo is a leading bitcoin wallet, and we have a mission to bring bitcoin to the everyday lives of people across the world. Our business is growing fast, and we want to make sure we can keep providing the best quality support to our customers. We’re known for our fast responses to users, positive attitude, and a real desire to find the best working solutions to the people who chose to use Xapo’s products and services. We are currently looking to staff an SLA Manager(Service Level Agreement.

This full-time position is planned to be remote, meaning you can work from anywhere!

RESPONSIBILITIES

The role of the SLA Manager is to ensure that all Xapo’s service level agreements (SLAs) for services across the organization are delivered according to specifications. Duties include but not limited to:

• "Owning" the existing SLAs / OLAs(Operations Level Agreement), re-negotiating new SLAs / OLAs where necessary

• Monitoring SLA performance for compliance with Xapo needs and requirements

• Manage the issue tracking and escalation procedure with 3rd. party providers. (Monitoring, Issue detection, initial reporting, updates, issue resolution, post mortem report, future enhancements/lessons learned)

• Organize the issue resolutions for those companies using Xapo services as a platform for their own products

• Ensuring vendor support agreements have appropriate SLAs and OLA’s

• Driving the delivery of SLA / OLA metrics and reporting

• Key contributions to the development of the Service Delivery Roadmap

• Being highly self-motivated and working independently and collaboratively to achieve results

• Supporting a work environment that promotes customer service, quality, innovation and teamwork

• Where applicable, identifying and implementing process improvements that will improve quality, efficiency and reduce costs related to Xapo’s core IT processes

• 4 yrs related experience in SLA Management and Reporting with technology partners

• Experience in process analysis and modeling

• Some Project Management experience will be a huge advantage

• Experience compiling/creating support KPIs and optimizing processes