Improving Creative Consulting Team Service Level Agreement in PT Ultima Servis Asia Based on Work – Life Balance of Creative Consulting Team

This study examines the relationship between Service Level Agreements (SLAs) and work-life balance in PT Ultima Servis Asia’s Creative Consulting Team. Inefficient SLA management has resulted in high workloads, last-minute client requests, and excessive overtime, disrupting employees' work-life balance. By utilizing NASA-TLX workload assessment and structured interviews analyzed via NVIVO, this research identifies key SLA-related challenges and their effects on employees. Findings show that unclear SLA enforcement and unrealistic deadline significantly impact work-life balance. To address these issues, the study proposes SLA refinement, improved workload tracking, a compensation mechanism, and a dedicated SLA management team. These improvements aim to create a structured and balanced work-life balance while maintaining operational efficiency and client satisfaction.