Position Overview
The KPI / SLA Officer is responsible for monitoring, recording, and reporting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure compliance with performance-based O&M contracts in the Roads sector. The role involves tracking contractor performance, preparing monthly and ad-hoc reports, and supporting management in ensuring service delivery meets client and contractual requirements.
Key Responsibilities
Monitoring & Recording
- Monitor service delivery performance against contractual KPIs and SLAs (e.g., response times, rectification times, safety compliance, asset condition).
- Record daily, weekly, and monthly performance data from operations, maintenance, and inspection teams.
- Maintain accurate and up-to-date SLA/KPI databases for all active Work Orders and contracts.
Reporting & Analysis
- Prepare and issue monthly SLA/KPI compliance reports for submission to management and client authorities.
- Analyze performance data to identify trends, recurring issues, and potential risks to compliance.
- Support the development of dashboards and visualization tools to present performance in a clear and transparent manner.
- Provide recommendations to improve operational efficiency and reduce SLA breaches.
Compliance & Governance
- Ensure monitoring and reporting is aligned with contract requirements, performance-based O&M frameworks, and ASHGHAL standards
- Track financial implications of SLA breaches (deductions, penalties, or incentives).
- Support audits, client inspections, and performance reviews by providing accurate KPI/SLA records.
- Escalate SLA breaches and propose corrective actions to management.
Coordination & Support
- Liaise with O&M engineers, inspectors, supervisors, and subcontractors to validate performance records.
- Coordinate with IT/GIS/Asset Management teams to collect data from Maximo
- Assist in developing and refining procedures for SLA/KPI monitoring, reporting, and compliance management.
- Support continuous improvement initiatives to enhance performance monitoring systems.