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Sla Manager Jobs in Indiana (NOW HIRING)

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 ...

KPMG US

Manager, Data Operations

Indianapolis, IN · On-site

They are seeking a Manager for Data Operations to lead and manage Azure Data Lake operations ... SLA) performance by tracking operational metrics, addressing breaches, and driving corrective ...

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 ...

PuroClean

Production Manager

Greenfield, IN · On-site

  • Medical

  • Dental

  • Retirement

  • PTO

Ensure all jobs follow required insurance SLA's * Coordinate on-call schedule * Communicating and managing customer concerns with GM/Owner effectively * Ensure clear communication with office staff ...

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Sla Manager information

What is an SLA manager?

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.

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 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 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 popular job titles related to Sla Manager jobs in Indiana?

For Sla Manager jobs in Indiana, the most frequently searched job titles are:

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 August 2026, with employment types broken down into 85% Full Time, 13% Part Time, and 2% Contract. Highlights an 83% Physical, 2% Hybrid, and 15% Remote job distribution.

Senior Operations Manager, Workplace Services

Ricoh USA, Inc.

Wakarusa, IN • On-site

$75K - $80K/yr

Full-time

Medical, Dental, Life, Retirement, PTO

Posted 7 days ago

Ricoh rating

7.8

Company rating: 7.8 out of 10

Based on 172 frontline employees who took The Breakroom Quiz

70th of 159 rated electronics manufacturers

Job description


$75,000 - $80,000 per year
Senior Site Manager, MS Site Management
POSITION PROFILE
Accountable for daily operations of medium to large team that may include a complex site or/and multiple sites. Ensures contract compliance of contracted services including, but not limited to: Copy services, Courier Services, Managed Print services, Hospitality, Imaging and Mail services through SLA results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducts performance management that includes employee counseling.
Job Duties and Responsibilities
  • Responsible to manage daily operations of a medium-large size site while managing a medium-large team of direct reports.
  • Prioritizes complex projects while effectively managing multiple and competing priorities.
  • Fosters an inclusive and high performing team environment in which SLA objectives are met.
  • Expert knowledge of Ricoh's products and offerings. Consistently consults and displays insights into strategic and tactical issues by actively seeking input of counterparts in other business units and businesses.
  • Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
  • Responsible for staffing and performance management of assigned site personnel and assigned Field Service Representative staff.
  • Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, with active Commitment Action Document.
  • Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices.
  • Ensures that location is properly staffed by promoting effective use of internal recruiting and selection process to attract and hire talent.
  • Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognition programs.
  • Identifies and recommends high performers for succession planning. Responsible for employee retention, performance management and employee counseling.
  • Identify training and performance planning targets through the development of assigned staff through Individual Development Plan Management, along with succession planning, and mentorship.
  • Focus is on business retention, customer service, high performing team, and profitable growth.
  • Able to support, lead and manage team through all phases of Change Management.
  • Understand complex and detailed processes, seeks ways to improve operational effectiveness, conducts root cause analysis, and issue resolutions to ensure optimal customer satisfaction.
  • Identify gaps/scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework, with support of AOM/ESM or NOM.
  • Facilitates resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with sales department.
  • Maintains formal contact with the customer on a daily basis in MS and as needed in BIS.
  • Clearly communicates job expectations/consequences of direct reports by training, cross-training, coaching, counseling, directing, evaluating the work and efficiency of subordinates to increase their work output and work quality.
  • Acts as a consultant to customer in improving business processes through workflow enhancements and appropriate services.
  • Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.
  • Able to support, lead and manage team through all phases of Change Management, with support of AOM/ESM or NOM.
  • Suggests, develops, and implements process improvements that increase quality or productivity.
  • Completes Monthly Operations Review, site reports and other paperwork as necessary.
  • Supports QSMs.
  • Is responsible for creating/conducting site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting.
  • Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)
Typically Requires:
  • High school or GED is required.
  • 5+ years of work experience in a related field (B2B and/or technical).
  • Previous 2 years of managerial work experience strongly preferred.
  • Previous 5 years Customer facing work experience required.
  • Demonstrated high level knowledge and understanding of technology.
  • Off 360 proficient user.

KNOWLEDGE, Skills And Abilities
  • Strategical facilitator of complex issues.
  • Ability to present to a large-sized group.
  • Complex-Problem Solving Skills.
  • Demonstrates managerial courage.
  • Expert Customer Service skills.
  • Expert Technical aptitude.
  • Expert Written and Verbal Communication skill.

Working Conditions, MENTAL aND PHYSICAL DEMANDS
  • Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
  • Work assignments are diversified. Interpret, comprehend, and apply complex material, data and instruction; prepare, provide and convey diversified information.
  • Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to 50 lbs.
  • Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
About Us
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
  • Choose from a broad selection of medical, dental, life, and disability insurance options.
  • Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
  • Augment your education with team member tuition assistance programs.
  • Enjoy paid vacation time and paid holidays annually
  • Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

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