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Service Level Manager

Tracking Code IMC0087

Job Description

In support of the Army National Guard (ARNG) National Capital Region (NCR) Director of Information Management (DOIM) contract, the incumbent will report to the Service Efficiency Manager and provide on-site (Arlington, VA) support to the Army National Guard Information Operations Division (ARNG-IMO). The incumbent will be responsible for all process performance aspects of Service Level Management (SLM) for the DOIM contract. The successful candidate will have extensive experience analyzing processes to establish key performance indicators and targets, implementing measures and analyzing performance data, and identifying benchmarks to enable useful comparisons of performance related to the delivery of the DOIM services. The successful candidate will have experience with business process management, operations optimization, project management and ITIL-based ITSM.


  • Negotiating Service Level Agreements (SLAs) and ensuring that they are met
  • Ensuring that all SLAs, Operational Level Agreements (OLAs) and Underpinning Contracts (UC) are appropriate for the agreed service level targets
  • Work closely with technical teams to deliver customer requirements
  • Coordinate customer meetings and record meeting minutes
  • Provide interface between stakeholders and technical teams to manage SLAs
  • Facilitate SLA Working Group
  • Evaluates processes and procedures to identify desired outcomes and process performance drivers
  • Assist Service and Process Owners with the development of training articles for new or changed services and processes due to SLA Working Group recommendations
  • Maintain standard operating procedures (SOP) and job aids ensuring they are current and easily accessible
  • Familiarity with International Organization for Standard (ISO) 20k
  • Understands advanced concepts and navigates the relationships between processes, process requirements, and business/IT management needs that are moderate to complex in nature which may span across multiple ITSM processes

  • Essential Functions

  • Ability to support a fast paced and agile learning environment
  • Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails
  • Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests
  • Ability to identify and articulate key information in an efficient and timely manner.
  • Ability to exercise discretion and independent judgment when handling situational occurrences
  • Analyzes and recommends alternative solutions to meet customer needs
  • Builds credibility and trust with customers
  • Identifies areas of opportunity to improve customer satisfaction
  • Must have excellent multi-tasking and time management skills
  • Supports the team process and participates on cross-functional teams
  • Responsible for handling after-hours on call support (when necessary)

  • Required Skills

  • ITIL Foundation Certification
  • Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
  • applicants must have current DoD Secret clearance eligibility day one and prior to entry on duty with the ability to pass an SSBI background investigation to up-scope their clearance to Top Secret / SCI.

  • Desired Qualifications

  • ITIL Intermediate Certification.
  • A relevant educational degree in one of the follow fields: Computer Science, Information Systems, Information Technology, Cyber Security, Statistics, Business Administration, Systems Engineering, Computation Science, Computer Engineering, Electrical Engineering, Data Analytics, Information Technology, Information Security and Assurance, Mathematics, Software Engineering.
  • Experience and ability to export and manipulate data to create and support reports.
  • Demonstrates strong experience with BMC Remedy 7.6 or 9.1
  • 5 years of relevant experience in applying Service Level Management Process performance analysis, bench-marking and reporting techniques
  • B.A Business Administration or 5+ years’ experience writing and managing processes
  • Demonstrate strong experience with International Organization for Standard (ISO) 20k
  • Proficiency in Microsoft Office products: Word, Excel, PowerPoint, SharePoint, Outlook, Visio
  • Experience working with SharePoint 2012 document libraries and lists
  • Excellent interpersonal skills with the ability to work as part of a team
  • Self-starting with strong attention to detail
  • Demonstrate excellent oral, written, and analytical communication skills
  • Strong analytical and problem- solving abilities
  • Apply