Service Level Specialist
About the role
The Service Level Specialist will design, maintain, and report on Service Level Objectives (SLOs) to meet customer commitments. The specialist will track performance and recommend service delivery improvements. This role will establish and monitor SLOs, working with stakeholders to define appropriate service levels.
They will develop and implement SLO measurement and reporting processes as well as regularly analyze SLO performance data, identifying trends and areas for improvement. The specialist will work with technical teams to address service level breaches and implement corrective actions. This role will conduct regular service reviews with customers, presenting SLO performance and discussing any issues or concerns.
They will develop and maintain service improvement plans based on SLO performance and customer feedback. The specialist will collaborate with the service catalog manager to ensure SLOs are accurately reflected in the service catalog. This person will stay informed about industry standards and best practices in service level management.
Requirements
- A Bachelor’s degree (or equivalent experience)
- At least 4 years of experience tracking, reporting on, and improving SLOs in a technical organization
- Strong customer and service management experience
- Security Clearance: Active Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position
Pay
The base pay range for this position in certain locations is $135,200—$278,500 USD. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience.
Benefits
Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits, but details are not provided in this job description.