Service Level Specialist (SLAs Management)

Service Level Specialist (SLAs Management)

​Operations & Technology​

Puerto Rico 

General Responsibilities

The Service Level Specialist is responsible for ensuring that all services meet agreed-upon performance standards outlined in Service Level Agreements (SLAs). This includes monitoring service delivery, identifying and escalating issues, and working closely with internal teams to resolve any service disruptions. The role also involves analyzing performance data to support continuous improvement efforts and maintaining clear communication with stakeholders to keep them informed on service status and compliance. 

Performs duties through methods and actions that are consistently ethical and in total compliance with the laws, applicable regulations, Code of Ethics, corporate policies and guidelines and rules of conduct. Completes corporate trainings and certifications intended for the detection and prevention of money laundering related activities and fraud, insider training and conflict of interest policies and procedures, as applicable.

Education and Experience Required

Bachelor's degree in information technology, Business Administration, or a related field Minimum of 2 years of experience in service level management, service delivery, or IT support roles Experience working with SLA tracking and performance reporting tools 

Knowledge and Skills Required

Strong understanding of Service Level Agreements (SLAs) and IT service management (ITSM) principles Bilingual (English and Spanish) - both written and verbal communication Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Eservice) Familiarity with ITIL or other service management frameworks preferred Excellent communication and interpersonal skills Strong problem-solving and analytical abilities Attention to detail and organizational skills Ability to work independently and manage multiple priorities 

Additional Information

Monday to Friday, 8:00 AM - 5:00 PM (40 hours/week) 

Available to work extended hours, weekends and/or holidays as needed and the availability to travel as required supporting projects in the region. 

“Evertec Group, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, pregnancy, marriage, sexual orientation, gender identity, national origin, age, genetic information or condition, political affiliation, religious ideology, being a victim or perceived victim of domestic violence, sexual assault, or harassment, serving or having served in the Armed Forces of the United States, disability status, or any other protected category by Puerto Rico or US Federal law. EEO is the Law Poster. If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, please contact the People & Culture Department in advance at (787) 759-9999 or send an email to talentacquisition@evertecinc.com in order to accommodate your special needs. Evertec is an employer with E-Verify to verify the eligibility for employment of all the new employees. Participation Poster. Drug-free company. Equal Employment Opportunity/ Affirmative Action for Women/Veterans/People with Disabilities.”