Service Level Agreement (SLA) Manager

Responsibilities

Peraton’s is seeking a Service Level Agreement (SLA) Manager.

 

What you will do:

• Lead and manage the implementation of all contract Service Level Agreements across areas of the contract; work with program leadership, stakeholders, and customer to ensure contract deliverable meet define service level objectives.
• . Meet monthly with USAID management to review SLA performance, as part of the monthly program review.
• Ensure contract resources adhere to new and established SOPs and SLAs.
• Conduct annual SLA reviews with program leadership and the customer to adjust as needed so they are purposeful and measurable.
• Document unmet SLAs by the contractor to include the reason and dependencies.
• Create and maintain an exception list and justification for ticket types that should not be included in SLA performance calculations.
• Draft Monthly Program Status Report providing detail status of all SLAs.
• Provide detailed monthly performance reports for each response operations SLA, to include raw databased reports and the identification and explanation of anomalies that caused changes in data or SLA performance.     

                                                  *Contingent on Contract Award*                                    

Qualifications

Basic Qualification:

• Bachelor’s degree with 12 years, or master’s degree with 10 years, or PhD with 7 years’ experience is required, significant experience will be considered in lieu of degree
• Must have experience in leading and working with program leadership and stakeholders to implement SLAs across all contract performance areas.
• Must have experience with ServiceNow or other ITSM tools.
• U.S. Citizen; Must obtain and maintain a Secret Security Clearance.

Preferred Qualification:

• Active Secret Security Clearance.
• ITIL v.4 Certification

Benefits:   

 

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

Target Salary Range

$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.