SLA Manager

As our SLA Manager with the Keylane DevOps organization you are responsible for defining and agreeing on Service Level Agreements (SLAs) and for the service definition in our SaaS contracts, for monitoring and reporting on service performance against agreed targets, for maintaining strong communication and relationships both with our customers as well as within Keylane, driving continuous improvement of services, and ensuring alignment between service delivery and customer business needs.

This is a key role where you will directly influence the quality and reliability of our SaaS services. You will work closely with internal teams and external customers, driving improvements that matter today and shape the services of tomorrow.

Key responsibilities

• Monitor, measure, and report on SaaS performance against SLAs.
• Design, implement, and manage ITIL-based service processes.
• Own and manage the service catalogue and service level management framework.
• Drive continuous improvement in service delivery, customer satisfaction, and process efficiency.
• Act as the internal contract owner for all SaaS agreements, ensuring compliance and alignment.
• Oversee SaaS-related finances, invoicing, and reporting.
• Provide accurate management information for internal and external stakeholders.
• Promote a “one team, one SLA” culture across DevOps and related teams.

Key about you

• Experience in Service Level Management, IT service delivery, or a strong willingness to develop in this field.
• Familiarity with ITIL processes; certification is a plus.
• Skilled in creating and analyzing service performance metrics.
• Customer-focused with excellent communication skills.
• Experience working in an Agile DevOps environment is preferred.
• Proactive, detail-oriented, and able to bridge business and technology needs.

Keylane offers

• Starting with a monthly gross salary between € 4,200 and € 6,000 based on 40 hours per week, depending on experience;
• 8% holiday allowance of your total gross salary;
• A profit share;
• A pension scheme, with the option to save extra;
• Travel reimbursement: Receive a mileage allowance of €0.23 per km or an NS Business Card, which can also be used for personal travel;
• 24 holiday days (with the option to buy extra) and 7 inclusion days, which can be exchanged with fixed Dutch national holidays, allowing you to take them when you like;
• Flexibility in working environment. As part of a hybrid working team, you will work partly from home and partly from the office. If you work in the office, a free lunch is waiting for you every day. If you work from home, you will receive a working from home allowance (€ 4 net per day) and internet allowance (€ 35 net per month);
• The possibility of working remotely from abroad for up to 2 months per year;
• The possibility to lease a bike through our bike leasing program;
• A one-year contract that, subject to satisfactory performance, will be converted into a permanent contract;
• The opportunity to develop yourself at our Academy through courses and training, both professionally and personally;
• A comprehensive vitality offer to help you stay healthy. Read more here;
• An active and fun community of ‘Keylaners’. We also have after work drinks at our in-house pub every Thursday.