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Service Level Agreement (SLA) Manager

2024-142919
Management / Operations
Secret

Location:

Washington
,
DC

Secondary Location:

,
,

Telecommute Options:

No remote/telework allowed
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About Peraton

Peraton is a next-generation national security company that 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, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

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.

Target Salary Range

$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.
SCA / Union / Intern Rate or Range

EEO

An Equal Opportunity Employer including Disability/Veteran.

Our Values

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.

  • Paid Time-Off and Holidays
  • Retirement
  • Life & Disability Insurance
  • Career Development
  • Tuition Assistance and Student Loan Financing
  • Paid Parental Leave
  • Additional Benefits
  • Medical, Dental, & Vision Care
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