Position Summary
The Operations Executive – SLA & Service Contracts will support the Operations Manager in developing, commercializing and managing Geon Asia’s Service Level Agreement (SLA) business and service contract portfolio.
The role will focus on standardising SLA offerings, preparing and reviewing service agreements, managing contract renewals and supporting the growth of recurring business opportunities.
This position will work closely with Sales, Project, Technical and Finance teams to ensure all service agreements are commercially viable, operationally deliverable and aligned with customer requirements.
This position reports directly to the Operations Manager and will execute responsibilities under the direction and guidance of the Operations Manager.
Key Responsibilities
1. SLA Commercialization
– Support the Operations Manager in developing and commercializing Geon Asia’s SLA offerings and service packages.
– Develop standardized service offerings, support coverage and service deliverables.
– Prepare service catalogues, proposal templates and supporting documentation.
– Assist in developing service pricing structures and value propositions.
– Support initiatives to increase recurring service business opportunities.
– Continuously improve SLA offerings based on business and customer requirements.
2. SLA & Service Contract Management
– Prepare, review and maintain Service Level Agreements (SLA).
– Prepare Annual Maintenance Contracts (AMC), Managed Services Agreements and related service contracts.
– Ensure contractual terms, obligations and service deliverables are clearly defined.
– Coordinate internal reviews and approvals prior to customer submission.
– Maintain contract records, expiry dates and renewal schedules.
– Ensure all agreements comply with company policies and operational capabilities.
– Maintain proper documentation and an organised contract repository.
3. Contract Renewals & Recurring Business Support
– Identify contracts due for renewal and prepare renewal proposals.
– Follow up on expiring contracts and warranty periods.
– Support the conversion of completed projects into long-term service agreements.
– Assist in identifying opportunities to strengthen recurring business.
– Support customer retention initiatives.
4. Cross-Functional Coordination
– Coordinate with Sales, Project and Technical teams on SLA requirements.
– Support customer onboarding activities for new SLA customers.
– Coordinate preventive maintenance schedules and service activities.
– Assist in resolving service-related issues and escalations.
– Ensure effective communication between internal teams and customers.
5. Reporting & Administration
– Maintain SLA trackers, contract databases and renewal schedules.
– Prepare weekly and monthly reports for the Operations Manager.
– Monitor recurring business performance and renewal status.
– Maintain accurate operational records and documentation.
– Support process improvement initiatives.
Job Requirements
1. Diploma or bachelor’s degree in business administration, Operations Management, Engineering, Information Technology or related disciplines.
2. Minimum 2 to 4 years of relevant working experience in any of the following areas:
– Operations
– Service Management
– Contract Administration
– Customer Success
– Account Management
– Service Coordination
3. Candidates with experience in System Integration, Audio Visual (AV), ICT, ELV or Managed Services industries will have an added advantage.
4. Good understanding of Service Level Agreements (SLA) and service contracts with strong documentation and contract management skills.
5. Excellent organizational and coordination abilities with strong communication and stakeholder management skills.
6. Proficient in Microsoft Office applications, especially Excel and PowerPoint.
7. Experience using ERP, CRM or project management systems is an added advantage.
8. Able to work independently and collaboratively in a fast-paced environment.