Compliance and SLA Manager

Role - Competency & Responsibility

Job Title: Compliance and SLA Manager
Department: Infra

Location: Noida
Job Duties & Responsibilities

• Conducting regular audits, internal reviews and assessments to identify potential compliance gaps or vulnerabilities within the Project Scope.
• Review and input into the development of relevant policies and procedure
• Day-to-day management of our compliance system
• Developing and maintaining the project compliance framework, policies, and procedures that address relevant regulations related industry-specific standards.
• Conducting risk assessments and identifying potential compliance gaps
• Collaborating with cross-functional teams to ensure enterprise-wide compliance
• Assisting in the implementation of compliance controls and safeguards as per the project scope.
• Monitoring and reporting on compliance metrics and key performance indicators
• Driving continuous improvement in compliance processes and methodologies.
• Evaluate and manage risks associated with third-party vendors, ensuring compliance with the university risk management policies and security standards.
• Develop and deliver IT risk and compliance training programs for staff, promoting awareness of best practices, regulatory requirements, and risk mitigation techniques.
• Provide training to employees and stakeholders on compliance requirements, SLA expectations, and best practices.
• Assessing the bushinessfuture ventures to identify possible compliance risks.
• Managing Compliance plan and Controls Assurance.
• Ensuring incidents and tasks are actioned appropriately.
• Providing advice and leadership in relation to compliance issues that arise.
• Following up on compliance issues that require investigation.
• Evaluating compliance systems and ensuring adequate processes and procedures are in place
• Closely collaborating with HR departments to monitor enforcement of compliance regulations
• Monitoring and reporting on compliance metrics, key performance indicators (KPIs), and risk assessments to senior management and relevant stakeholders.
• Coordinating with external stakeholders, regulatory bodies, and third-party vendors to ensure compliance with applicable standards and regulations.
• Conducting vendor risk assessments and ensuring that third-party service providers adhere to the compliance standards.
• Providing leadership and guidance to the IT compliance team, fostering a culture of compliance and continuous improvement.
• Develop, implement, and maintain the Project compliance and SLA policies and procedures to ensure alignment with legal, regulatory, and industry standards.
• Act as the primary point of contact for compliance-related inquiries and provide guidance on best practices and risk management.
• Define and establish clear SLAs with clients, vendors, and other stakeholders, ensuring alignment with business objectives and service expectations.
• Monitor and track performance against SLAs, analyzing metrics to identify trends, areas for improvement, and potential service failures.
• Develop and implement corrective actions and improvement initiatives to ensure service delivery standards are met.
• Develop and maintain an action plan for any identified compliance or SLA deficiencies.
• Conduct root cause analysis for SLA non-compliance issues and implement strategies to prevent recurrence.
• Work closely with internal teams (e.g., IT, customer service, operations) to ensure service delivery processes are in compliance with SLAs.
• Prepare and present performance reports, SLA compliance updates, and service reviews to management and clients.
• Identify, assess, and mitigate compliance risks that may impact the business.
• Investigate and resolve compliance and SLA breaches, ensuring timely corrective actions are taken.
• Ensure employees are aware of the Projec commitment to compliance and the importance of meeting SLA targets.
• Promote a culture of compliance and continuous improvement.
• Maintain comprehensive records of compliance audits, assessments, incidents, and corrective actions.
• Provide regular compliance and SLA performance reports to senior management, highlighting trends, concerns, and opportunities for improvement.
• Build and maintain strong relationships with key stakeholders, including vendors, clients, and regulatory bodies.
• Collaborate with cross-functional teams to ensure seamless service delivery and compliance.
• Act as a liaison between the company and external parties (e.g., clients, regulatory agencies, auditors) on compliance and SLA matters.
• Review service delivery against performance metrics, track KPIs, and ensure continuous improvement.
• Act as a point of contact for Compliance and SLA related inquiries.
• Providing flexible, around-the-clock (24x7x365).
• Produce and Present weekly monthly reports to stakeholders.
• Work on multiple projects within the company project portfolio simultaneously.
• Report and escalate to management as needed.
• Manage the relationship with the client and all stakeholders

Recommend and implement improvements to asset management processes, policies, and systems.

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as may be assigned.


Competency Requirement

Education or Academic Qualification

• A minimum of a Diploma or equivalent.
• Minimum of 5 years of experience in compliance management, risk management, or a similar role.
• Experience in managing large IT compliance and vendor portfolios.
• MBA or advanced degree is a plus.
• Proven track record of managing SLAs and service delivery performance.
• Experience in conducting audits, risk assessments, and compliance reviews.
• Previous experience in a customer-facing role or vendor management is highly desirable.
• Proficiency in compliance management software, reporting tools, and data analysis.

Skills required (Soft & Technical)

• Strong organizational and time-management skills.
• Excellent interpersonal skills with the ability to engage and collaborate with diverse teams.
• Proactive, detail-oriented, and results-driven.
• Ability to adapt quickly in a fast-paced environment.
• Critical thinking and problem solving
• Excellent communication and presentation skills (Written and Verbal)
• Computer literacy, especially in the Microsoft Office products and MS Project
• Excellent decision-making and leadership skills
• Conflict resolution experience
• Strong knowledge of with ITIL (Information Technology Infrastructure Library) practices and frameworks.
• Strong attention to detail and problem-solving abilities.
• Strong negotiation, communication, and relationship-building skills.
• Deep understanding of IT services, software, hardware, and technology trends.
• Ability to manage multiple projects and stakeholders in a dynamic environment.
• Knowledge of IT governance, compliance, and security standards.
• Occasional travel may be required for vendor meetings and audits.
• Ability to work independently and as part of a team in a fast-paced environment.