Service Level Agreement Project Lead

As the Service Level Agreement Project Management Leader, you will lead the governance, execution, monitoring, and continuous improvement of Service Level Agreements (SLAs) across service projects and lifecycle service commitments. This role ensures that contracted service obligations, performance targets, customer expectations, financial commitments, quality standards, and HSE requirements are clearly defined, effectively managed, and consistently delivered in alignment with Hitachi Energy policies and business objectives

• Lead end-to-end SLA project management, including scope definition, service deliverables, performance targets, timelines, resources, risks, financials, and HSE requirements.
• Define, review, and manage SLA commitments in collaboration with customers, sales, operations, field service, supply chain, finance, and other relevant stakeholders.
• Establish SLA governance, including performance monitoring, reporting rhythm, escalation mechanisms, review meetings, and corrective action tracking.
• Monitor service performance against agreed KPIs such as response time, resolution time, availability, service quality, customer satisfaction, cost, and schedule performance.
• Drive proactive issue resolution and coordinate cross-functional actions to prevent SLA breaches and minimize customer impact.
• Manage SLA-related financials, including cost tracking, revenue recognition inputs, invoicing status, cash flow, claim exposure, and profitability improvement actions.
• Lead regular SLA review meetings with customers and internal stakeholders to communicate performance, risks, opportunities, improvement actions, and lessons learned.
• Ensure proper contract and claims management for SLA scope, change requests, service deviations, customer escalations, and contractual obligations.
• Coordinate with Supply Chain Management, the Field Service Management Team and Service Partners, and to secure required Field Service Engineers/Supervisor resources, materials, subcontracted services, supplier commitments, and FSE deployment to customer sites in line with SLA scope and obligations.
• Maintain accurate SLA documentation, performance records, action logs, risk registers, customer communications, and project close-out evidence.
• Act as the primary customer contact and escalation point for SLA-related project delivery, service performance, and continuous improvement topics.
• Identify opportunities to improve service delivery models, productivity, contract value, customer experience, and long-term service business growth.
• Ensure all SLA project activities comply with Hitachi Energy governance, quality, health, safety, environmental, and integrity standards.

Your background

• Bachelor’s degree in Electrical Engineering, Project Management, Business Administration, or a related field.
• 6–8 years of experience in project management, service operations, service agreement management, or customer-facing service delivery.
• Experience managing Service Level Agreements, KPIs, customer contracts, service performance reviews, or lifecycle service commitments is preferred.
• PMP, ITIL, or other relevant project/service management certification is a plus.
• Positive attitude with strong ownership, systematic thinking, and problem-solving capability.
• Ability to work across functions, manage ambiguity, and drive alignment among multiple stakeholders.
• Proficient in spoken and written English and Thai, with strong active listening and customer communication skills