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Sla Manager Jobs in Indiana (NOW HIRING)

Holiday Health Care

IT Manager

Evansville, IN · On-site

$100K/yr

Must be able to effectively mentor and manage team of 3 * ITSM experience (ticketing, SLA management) * Must be able to effectively work alongside interdisciplinary teams. * Strong analytical ...

CarNow

Account Manager

Zionsville, IN

Account Manager The Regional Account Manager plays a pivotal part in CarNow's growth strategy by ... Resolves all technical requests within SLA timeline. * Providers best practices and product ...

CarNow

Account Manager

Zionsville, IN · On-site

$75K - $105K/yr

Account Manager The Regional Account Manager plays a pivotal part in CarNow's growth strategy by ... Resolves all technical requests within SLA timeline. * Providers best practices and product ...

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Sla Manager information

What does an SLA manager do?

An SLA manager oversees the development, implementation, and monitoring of Service Level Agreements (SLAs) between an organization and its clients or internal teams. They ensure service delivery meets agreed-upon standards, analyze performance metrics, and coordinate with teams to improve service quality and compliance. Strong communication, analytical skills, and familiarity with service management tools are essential for this role.

How does an SLA Manager typically collaborate with technical and business teams to ensure service agreements are met?

An SLA Manager works closely with both technical teams (such as IT support, operations, and engineering) and business stakeholders to monitor, report on, and improve service delivery according to established Service Level Agreements (SLAs). This often involves facilitating regular meetings, reviewing performance metrics, and addressing any service issues proactively. Effective communication and negotiation skills are essential, as the role requires balancing technical capabilities with business expectations. SLA Managers also document processes and escalate unresolved issues to ensure continuous improvement and customer satisfaction.

What does SLA management do?

SLA management involves defining, monitoring, and ensuring that service providers meet agreed-upon performance standards outlined in Service Level Agreements (SLAs). It includes tracking metrics, resolving issues, and maintaining service quality to meet organizational or client expectations. Effective SLA management often requires strong communication, analytical skills, and familiarity with monitoring tools.

What is the difference between Sla Manager vs Service Delivery Manager?

AspectSLA ManagerService Delivery Manager
Primary FocusManaging Service Level Agreements and ensuring contractual complianceOverseeing overall service delivery and client satisfaction
ResponsibilitiesMonitoring performance metrics, negotiating SLAs, reportingCoordinating teams, managing client relationships, improving service processes
Required SkillsContract management, performance analysis, communicationLeadership, project management, customer service
Work EnvironmentIT and service-based industries, contract-driven settingsIT, telecom, and managed services sectors

While both roles focus on service quality, the SLA Manager primarily manages contractual performance metrics, whereas the Service Delivery Manager oversees the entire service process and client satisfaction. Understanding these distinctions helps organizations assign the right responsibilities and find suitable candidates.

What are the key skills and qualifications needed to thrive as an SLA Manager, and why are they important?

To thrive as an SLA Manager, you need expertise in service level agreement management, IT service management practices, and a relevant degree such as in business or information technology. Proficiency with ITSM tools like ServiceNow or BMC Remedy and certifications such as ITIL are commonly required. Strong soft skills include negotiation, analytical thinking, and effective communication to manage client expectations and resolve service issues. These skills ensure that service delivery meets agreed standards, fosters client satisfaction, and drives continuous improvement in IT operations.

What jobs make $3,000 a day?

High-level executive roles such as CEOs, investment bankers, and specialized surgeons can earn $3,000 or more per day, often due to their extensive experience, certifications, and demanding schedules. Additionally, successful entrepreneurs and certain consulting or trading professionals may reach this income level through performance-based compensation or business profits.

What are SLA Managers?

SLA Managers are professionals responsible for overseeing and ensuring that Service Level Agreements (SLAs) between service providers and clients are met. They monitor service performance, resolve issues related to service delivery, and work to continuously improve service quality. Their role includes analyzing data, preparing reports, coordinating with multiple departments, and communicating with clients to maintain satisfaction. SLA Managers are crucial in maintaining trust and accountability in business relationships.

What are the 5 principles of SLA implementation?

For an SLA Manager, the five principles of SLA implementation include clearly defining service expectations, establishing measurable performance metrics, ensuring mutual agreement between service provider and client, implementing effective monitoring and reporting processes, and regularly reviewing and updating the SLA to reflect changing needs. These principles help ensure service quality, accountability, and continuous improvement within service management frameworks like ITIL.
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What job categories do people searching Sla Manager jobs in Indiana look for? The top searched job categories for Sla Manager jobs in Indiana are:
What cities in Indiana are hiring for Sla Manager jobs? Cities in Indiana with the most Sla Manager job openings:
Sla Manager jobs near you
Infographic showing various Sla Manager job openings in Indiana as of July 2026, with employment types broken down into 84% Full Time, 14% Part Time, and 2% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution.
Manager IT Vendor Management & Finance

Manager IT Vendor Management & Finance

Do it Best Corp

Fort Wayne, IN • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 6 days ago

Job description

Manager of IT Vendor Management & Finance
Location: Fort Wayne, IN
Level: Salaried
Division / Department: IT
Reports to: Director, Office of the CIO
Travel: Minimal
About the Role:
The Manger of IT Vendor Management & Finance is responsible for leading Do It Best Group's IT financial operations & reporting, IT vendor governance and management, and indirect sourcing capabilities across strategic programs and supplier partnerships.
This position plays a critical role by leading and optimizing all IT vendor relationships. The Manager is responsible for institutionalizing strong governance frameworks, developing and executing sourcing strategies, and managing complex contract negotiations. The role ensures operational and financial alignment across all IT vendor engagements, enabling high-performing partnerships that support and accelerate the company's strategic objectives.
This position provides operational leadership across a portfolio of IT purchased services and indirect spending. The Manager partners closely with IT leadership, Finance, Legal, and executive stakeholders to optimize vendor performance, reduce total cost of ownership, ensure strong contractual compliance, oversee the lifecycle of complex IT agreements, and align IT investments with organizational priorities and business objectives.
Responsibilities include:
IT Vendor Governance & Management
  • Establish and lead enterprise IT vendor governance processes, including structured cadences, standing and flexible agendas, performance reviews, and executive reporting.
  • Design and implement a comprehensive vendor management framework covering:
  • Performance measurement and SLA management
  • Risk management and compliance
  • Continuous service improvement
  • Serve as executive point of contact for key IT suppliers including outsourcing partners, software, hardware, telecom, cloud, and project services providers.
  • Educate IT leadership on master service agreements (MSAs), statements of work (SOWs), and contractual implications.
  • Ensure organizational compliance with contractual agreements.
  • Identify risks and issues in vendor performance or contract implementation and propose mitigations or revisions.
  • Manage Contract Management systems and processes across the enterprise
  • Evolve SLA structures to continuously increase quality and value delivered.

IT Vendor Sourcing & Contract Negotiation
  • Lead assessment and targeted reduction of indirect IT spend across the organization.
  • Drive data-informed decision-making across sourcing, contract negotiations, and vendor management processes.
  • Execute strategic sourcing initiatives including RFPs, RFQs, RFIs, vendor benchmarking, and supplier transitions.
  • Determine optimal sourcing models (staff augmentation, managed services, fixed price, hybrid).
  • Lead vendor evaluation, selection, and negotiation to secure best commercial and contractual terms.
  • Negotiate MSAs, new software purchases/subscriptions and oversee contract renewals (lifecycle) and contract amendments.
  • Employ innovative bidding and negotiation techniques for complex sourcing categories.
  • Analyze contract cost structures, support and maintenance models, and financial risk to optimize total cost of ownership.

Statements of Work (SOW) Leadership
  • Direct and coach IT managers and subject-matter experts in the creation and execution of SOWs.
  • Ensure SOWs comprehensively reflect business objectives, scope, deliverables/milestones and due dates, timelines, pricing, payment schedules, and risk allocation.
  • Guide operational teams in demand aggregation and vendor engagement strategies.
  • Oversee lifecycle management of SOWs under evolving master service agreements.

IT Financial Management & Budget Oversight
  • Manage overall IT budgets and forecasts (capital and operating expenses).
  • Control and audit financial activities related to IT agreements
  • Assess and improve accounting and procurement processes for efficiency and transparency.
  • Analyze business cases and financial models supporting vendor engagements.
  • Manage IT component small equipment purchasing
  • Establish and manage invoicing processes across multiple entities.
  • Provide financial risk analysis and cost optimization strategies.

Organizational Leadership
  • Lead and develop a team of direct reports (3-5 employees) while indirectly overseeing ~$75M in vendor contracts.
  • Work effectively across multiple management levels to execute on both short- and long-term strategy.

Education and Experience:
  • Bachelor's degree in Technology, Business, Risk Management, or related field.
  • MBA or Master's degree preferred.
  • 5+ years of experience in IT governance, vendor management, contract management, sourcing, procurement, finance, or related disciplines.
  • 3+ years of leadership/management experience.
  • Significant experience managing large-scale IT vendor portfolios (comparable to ~$75M+ spend).
  • Strong understanding of:
  • Master Service Agreements (MSAs)
  • Statements of Work (SOWs)
  • Service Level Agreements (SLAs)
  • Outsourcing and cloud service contracts
  • Demonstrated experience in:
  • IT procurement (software, hardware, telecom, cloud, services)
  • IT sourcing sourcing and competitive bidding
  • Advanced negotiation and contract optimization
  • Financial modeling and cost structure analysis
  • Experience partnering with IT executives, CFO, Legal, and corporate leadership.
  • Strong written and verbal communication skills.
  • Advanced proficiency in MS Office (Excel, PowerPoint, Word) and contract management tools.

Benefits available to you:
  • Full insurance benefits package including Medical, Dental, & Vision
  • Paid time off to foster work/life balance
  • Profit sharing
  • Bonus Pay opportunities
  • Retirement funding opportunities
  • Education reimbursement
  • Health club reimbursement
  • Career advancement opportunities

About Do it Best Group
Headquartered in Fort Wayne, IN, the Do it Best Group is the world's largest hardware, lumber, and building materials buying cooperative in the home improvement industry. With nearly $6 billion in annual sales, we support thousands of independently owned locations across the United States and in more than 60 countries worldwide. Partners in the company have the flexibility to operate under the Do it Best, True Value, or their own local store identities, offering a diverse range of branding options to best serve their communities.
Culture:
Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.
Our Philosophy: Serving others as we would like to be served
Our Mission: Making the best even better
Our Goal: Helping members grow and achieve their dreams
Please note that for this role, relocation assistance is not available. Candidates should be willing and able to work in Fort Wayne, IN without the need for relocation support. We encourage local candidates or those already planning to move to the area to apply.

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