Nous sommes une entreprise spécialisée dans le domaine de la Gestion des Ressources Humaines (GRH). Nous offrons des solutions optimisées dans le recrutement, la mise à disposition de personnel (local et expatrié), le Conseil RH, la Formation, ainsi que l'externalisation de la paie (payroll). Nous opérons sur toute l'étendue de l'Afrique Centrale. La Sodeico Manpower est également membre d'un Consortium International qui fournit de l'expertise technique et de la gestion de projets intégrés financés par des bailleurs de fonds, tels que l'Union Européenne (UE), la Banque Mondiale (WB) et la Banque Africaine de Développement (BAD). La SODEICO Manpower est votre partenaire de performance. Nous vous accompagnons avec un service de qualité, ce qui vous permet désormais de vous focaliser sur votre cœur de métier, pour une meilleure productivité.

The SLA Management Specialist is responsible for defining, monitoring, and ensuring compliance with Service Level Agreements (SLAs) across all network services and operations. This role ensures that internal and external service providers meet agreed performance standards, contributing to optimal network reliability, customer satisfaction, and operational efficiency.

Key Responsibilities:

1. SLA Definition & Governance

• Develop and maintain SLA frameworks for network services, partners, and internal teams.
• Collaborate with stakeholders to define realistic and measurable SLA targets.
• Ensure SLAs align with business goals and regulatory requirements.

2. Performance Monitoring & Reporting

• Monitor network performance metrics against SLA targets using tools and dashboards.
• Generate regular SLA compliance reports and present findings to management.
• Identify trends, gaps, and areas for improvement in service delivery.
• Contribute to the MTTR and Network availability improvement.

3. Partner Management

• Evaluate partners performance against contractual SLAs.
• Participate in service review meetings and escalate non-compliance issues.
• Support contract negotiations with SLA input and performance clauses.

4. Incident & Problem Management Support

• Work with operations teams to assess SLA impact during incidents.
• Contribute to root cause analysis and corrective action plans.
• Ensure SLA breaches are documented and addressed appropriately.

5. Continuous Improvement

• Recommend enhancements to SLA processes and tools.
• Drive initiatives to improve service quality and reduce SLA violations.
• Benchmark SLA performance against industry standards.

Qualifications & Experience:

• Bachelor’s degree in Telecommunications, IT, or related field.
• 3–5 years of experience in network operations, service management, or vendor governance.
• Strong understanding of telecom infrastructure and service delivery models.
• Experience with SLA monitoring tools and reporting platforms.

Skills & Competencies:

• Analytical thinking and mindfulness.
• Effective communication and stakeholder management skills.
• Proficiency in Excel, Power BI, or similar reporting tools.
• Knowledge of ITIL or similar service management frameworks.
• Ability to work under pressure and manage multiple priorities.

YOUR FILE

- We invite you to post your detailed CV in French with imperative mention of the job title in the subject of your application « SLA MANAGEMENT SPECIALIST ». Please, you may directly apply on our website www.sodeico.org  (fill in the form and submit your resume) in Word format (any other format will not be accepted) before  july  9th, 2026.

- Unemployed postulants are requested to bring a jobseeker card issued by the ONEM.

- Only successful candidates will be called.

-  Female application are strongly encouraged!