Service Level Manager

The Service Level Management Analyst is responsible for monitoring, analyzing, and improving service performance across enterprise IT and telecommunications environments. This role serves as a subject matter expert (SME) for Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring vendor compliance with contractual requirements and supporting continuous service improvement. The position requires close coordination with internal teams, vendors, and government stakeholders to align service delivery with mission objectives.

Preferred location: Maryland, DC and Virginia

Responsibilities

• Track, analyze, and report on contract-level SLAs and KPIs across enterprise IT and telecommunications services
• Serve as SME for SLA measurement, including mapping metrics from monitoring and validation tools to vendor commitments and identifying trends in non-compliance
• Document and report SLA breaches; support service credit requests and coordinate resolution of performance issues with vendors and internal stakeholders
• Define, document, and continuously improve internal service levels and customer-facing performance measures
• Develop dashboards, reports, and visualizations to communicate SLA performance, trends, breaches, and corrective actions to leadership and stakeholders
• Integrate SLA and performance data into IT Service Management (ITSM) platforms (e.g., ServiceNow) to support alerting, reporting, and visibility
• Support large-scale service requests, service planning, pricing reviews, and Task Order modifications, including CLIN and pricing structure analysis
• Review service order forms, vendor pricing, and performance data to ensure accuracy, traceability, and alignment with contractual requirements
• Maintain comprehensive documentation of SLA metrics, breaches, corrective actions, SOPs, and reporting (e.g., WAR/MSR) in a regulated environment
• Coordinate with government, carriers, vendors, finance, and project management stakeholders to ensure service performance aligns with mission and contract requirements

Skills

• Service Level Agreement (SLA) Monitoring and Analysis
• Key Performance Indicator (KPI) Tracking and Reporting
• Vendor Performance Management
• SLA Compliance Assessment and Trend Analysis
• Metrics Mapping and Performance Measurement
• Data Analysis and Interpretation
• Dashboard Development and Data Visualization
• Proficiency with ITSM platforms such as ServiceNow
• Strong analytical and reporting skills, including experience with dashboards and data visualization tools
• Knowledge of contract structures, including CLINs and pricing models
• Ability to manage multiple stakeholders and prioritize competing requirements
• Strong written and verbal communication skills
• US Citizen, Secret clearance eligibility

Qualifications

• Bachelor’s degree
• 6+ years of relevant experience
• Master's Degree in Finance or related field (preferred)
• Experience with USDA (preferred)
• ServiceNow experience (preferred)
• Secret clearance (preferred)

Benefits

• Medical, dental, and vision coverage
• 401(k) plan
• Paid time off
• Additional wellness and financial benefits

Pay

The salary range for this position is $140,000–160,000. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.