Service Level Negotiator

Job Purpose

Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.

The Service Level Negotiator is responsible for working with Legal, Sales and Business Segments to negotiate client SLA contracts, process agreements, create and maintain contract templates, and develop/maintain processes related to contract workflow. This is a hands-on role where the candidate will be responsible for a variety of tasks including review and negotiation of SLA contracts, creation of contract templates, working closely with Business Segments to determine efficient and consistent procedures and processes, and administering/completing client SLA reporting in a timely and accurate manner in accordance with company policies.

Responsibilities

• Conducts pre-contract data collection (e.g., Request for Proposal) and administration of contracts
• Creates spreadsheets for financial calculations relating to contract valuation
• Responsible for reviewing, drafting, and negotiating/redlining agreements (e.g., customer SLA agreements, amendments, etc.)
• Provides direct customer negotiation on significant revenue generating opportunities for ICE products and services
• Works with Sales, Service Organizations, and Business Operations teams to structure new contracts as well as ensuring adherence to terms in existing agreements
• Works with Legal teams to create and maintain contract templates for a variety of Business segments
• Reviews contractual documents to ensure adherence to company practice and conformance to master agreements
• Responds to inquiries regarding contractual obligations and revisions
• Reviews agreements thoroughly to ensure contractual obligations are met and all required exhibits, attachments, etc. are attached
• Exercises good judgement while processing agreements, understanding, and executing escalation procedures wisely
• Develops a detailed understanding of the Sales pipeline organization workflow and client database systems
• Facilitates development of relationships with customers, maintain relationships for long-term contracts, and mediate performance and scorecard disputes
• Manages agreement workload and actively follows up on outstanding items
• Provides support to resources pertaining to sales pipeline or operational areas and contract processing methodologies
• Provides an overview of SLA terms to account owners
• Provides timely, updated information to facilitate continued process improvement
• Takes responsibility for Service Level report administration, maintenance and development of new functionality
• Creates and distributes customer-facing service level agreement (SLA) reporting to ensure adherence to operational contractual commitments
• Coordinates remediation credits for any contractual SLA missed during a reporting cycle
• Creates procedures to ensure overall quality of service
• Maintains tracking of agreements with detailed notes
• Works cross-functionally to assess product performance for current and future SLA consideration
• Performs other duties as assigned

Knowledge and Experience

• Bachelor's degree or the equivalent combination of 6 years of education, training, or work experience
• Strong proficiency in computer systems and programs such as Microsoft Office Suite (Outlook, Excel, PowerPoint, Visio and Word), Adobe Acrobat Pro, ServiceNow and Salesforce platforms
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Strong understanding of ICE business strategy and how products or initiatives contribute to ICE goals
• Knowledge of ICE products and services and how they interact with each other
• Ability to translate technical language into client facing contractual terms and conditions
• Excellent problem solving, team, and time management skills
• Ability to manage multiple deadlines for self and others
• Knowledge of contract relationship structures and processing methodology
• A basic knowledge of pricing strategies with an emphasis on value-based concepts
• High attention to detail, accuracy, and confidentiality required
• Ability to analyze and solve problems using learned techniques and tools
• Ability to understand and apply learned concepts
• Ability to utilize judgement in decision making process and decisions related to job tasks
• Strong organization skills and ability to handle multiple tasks and meet deadlines
• Good understanding of financial concepts, tools and systems required for processing agreements

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

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