Service Level Agreement Project Lead

About the role

HITACHI ENERGY (THAILAND) LIMITED is looking for a Service Level Agreement Project Lead in Bangkok. As the SLA project management leader, you will govern, execute, monitor and continuously improve Service Level Agreements across service projects and lifecycle service commitments, ensuring that contracted obligations, performance targets, customer expectations, financial commitments, quality standards and HSE requirements are clearly defined and consistently delivered.

Key responsibilities

• Lead end-to-end SLA project management, covering scope, deliverables, performance targets, timelines, resources, risks, financials and HSE requirements.
• Define, review and manage SLA commitments with customers, sales, operations, field service, supply chain, finance and other stakeholders.
• Set up SLA governance, including performance monitoring, reporting, escalation mechanisms, review meetings and corrective action tracking.
• Monitor service performance against KPIs such as response time, resolution time, availability, quality, customer satisfaction, cost and schedule.
• Drive proactive issue resolution and coordinate cross-functional actions to prevent SLA breaches.
• Manage SLA-related financials: cost tracking, revenue recognition inputs, invoicing status, cash flow, claim exposure and profitability improvements.
• Lead SLA review meetings with customers and internal stakeholders, and ensure proper contract and claims management.
• Coordinate with Supply Chain, Field Service Management and Service Partners to secure engineers, materials, subcontracted services and supplier commitments.
• Maintain SLA documentation, performance records, action logs, risk registers and project close-out evidence.
• Act as the primary customer contact and escalation point, and identify ways to improve service delivery and business growth.

Required profile

• 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 SLAs, KPIs, customer contracts or lifecycle service commitments preferred; PMP, ITIL or similar certification a plus.
• Positive attitude, strong ownership, systematic thinking and problem-solving.
• Ability to work across functions, manage ambiguity and align multiple stakeholders.
• Proficiency in spoken and written English and Thai, with strong customer communication skills.

Required skills

• Project management: planning, executing, monitoring, controlling and closing SLA projects.
• Analytical skills: interpreting SLA performance data and turning insights into corrective and preventive actions.
• Communication, negotiation, facilitation and presentation in English and Thai.
• Contract, claims, risk and service delivery governance understanding.
• Financial acumen: cost, revenue, profitability, invoicing and business cases.

What we offer

• Guaranteed bonus plus performance bonus depending on individual and business results.
• Annual leave of 10 days (years 0-5) or 15 days (years 6-10), flexible working policy and flexible working hours.
• Healthcare insurance for employees and dependents, annual health checkup and provident fund (employee contribution up to 15%).
• Learning and development platform, career movement opportunities and possible international experience.