• Tracks, analyzes, and reports on service level performance against agreed-upon targets on a daily, weekly and/or monthly basis utilizing an array of reporting tools and solutions. • Monitors SLA performance via Power BI dashboards or other reporting tools, engaging with Service Level owners in case of degraded performance supporting early root cause investigation efforts. • Interprets performance data to identify trends, inconsistencies, and opportunities for operational improvement. • Communicates service level performance to account leadership and clients through monthly reviews. • Initiates, monitors and facilitates Service Improvement Plans (SIPs) through root cause investigation tasks, coordinates assignment of activities and manages root cause completion with Subject Matter Experts (SMEs) within the scope of Service Level Management to address underperformance, prevent recurrence and improve service quality. • Coordinates communications between functional areas or departments and clients to support SIPs/RCA development and execution. • Calculates penalty at-risk for breached service levels. • Conducts annual reviews (as appropriate) of the entire Service Level Management process and provides recommendations to account leadership.