Service Level Agreement (SLA) Specialist

For our client, we are seeking a Service Level Agreement (SLA) Specialist to join the team of a leader in the Aerospace & Defense space. This role will focus on monitoring service performance, analyzing SLA and SLO results, and driving corrective action across IT service delivery in support of government operations. The specialist will work closely with leadership, reporting teams, and service delivery stakeholders to improve compliance, resolve metric discrepancies, and strengthen customer focus. This position also plays a key role in continuous improvement efforts by translating performance data into practical service enhancements and strategic action plans. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $104,000 – $166,000 annually Responsibilities Monitor and report on SLA, SLO, and KPI performance metrics Identify trends and recommend corrective actions for SLA and SLO targets Validate metrics and resolve discrepancies with reporting teams Develop strategic improvement plans for underperforming SLAs and SLOs Collaborate with teams to drive continuous service improvements Coordinate with leadership on performance issues and SLA strategy Host biannual SLA workshop meetings to align service levels with customer focus Qualifications Bachelor’s degree with 8 years of experience, or an equivalent combination of education and experience Active SECRET Government Security Clearance required Minimum of 2 years of experience in SLA management within IT service delivery Advanced Microsoft Excel skills, including Pivot tables and trend analysis Experience in data analysis to identify root causes affecting SLA compliance Familiarity with ITIL Incident Lifecycle Management process Strong communication skills for effective interaction with senior leadership Benefits Fully remote position with occasional onsite meetings in the DMV area Flexible core work schedule from 8:00 AM to 5:00 PM ET, Monday to Friday Opportunity to work with a diverse team on government projects Engagement in continuous improvement initiatives within IT service delivery Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.