Service Level Agreement (SLA) Manager - Peraton
Colorado Springs, CO
About the Job
Responsibilities
We are hiring an SLA Business Systems Analyst in Colorado Springs, Colorado for our program.
What you’ll do:
- Manage the SLAs for the contract. This entails understanding and documenting the customer’s requirements for service levels; working with the service owners to confirm that the defined requirements can be fulfilled and determining if there are any assumptions or exclusions; and drafting the Service Level Agreements for review and approval from the customer.
- Generate, review, and deliver the SLA reports based on documented frequency. On a regular basis (or as requested by the customer), review the SLAs to determine if any changes are required.
- The role requires someone who can partner with various stakeholders to effectively manage intake of projects, document business pain-points, redesign business processes and guide the team in developing standard operating procedures (SOPs).
- Developing metrics for measuring the success of process improvement projects, and delivering those results to leadership
- Compiling, analyzing and presenting data, findings and progress in a concise manner
- Lead or assist with the design of work packages within the design of a larger complex Enterprise solution
- Deliver 'hands-on' implementation of the Peraton’s solution as part of ITSM projects.
- Hands-on delivery of product and appropriate ITSM/ITIL processes
- Defining interface requirements for multiple organization to build a synchronous enterprise supporting ITSM/ITIL to champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
- Ensure alignment of ITSM solutions to the corporate and IT strategy.
- Define and review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
- Define, understand and articulate alignment of service delivery roles to the enterprise environment, including third parties by working to ensure continuous alignment of the services with the customers’ needs, i.e. changing work patterns, workloads, revised aims and objectives
- Define, understand and articulate alignment of service delivery information sources to the client’s environment
- Ability to identify, define, understand and articulate supplemental service delivery work standards required to support the operating environment
- Ability to support to the Peraton Service Delivery teams on strategies and process improvement activities for the Active Directory Services.
- Must understand a broad spectrum of company technology and service offerings to align external and internal interface processes which meets Active Directory Service and customer requirements.
Qualifications
BS/BA degree and 8 yrs experience, MS degree with 6 years experience, PhD with 3 years experience, or 12 years of applicable experience in lieu of a degree will be acceptable
What you'll need:
- CompTIA Security + or higher (DoD 8570 equivalent)
- Active DoD Secret clearance required
- Must have a very strong knowledge of the following ITIL processes:
- Request Management
- Incident Management
- Problem Management
- Change Management
- Release Management
- Configuration Management
- IT Asset Management
- Service Desk Function
- Risk Management
- Flexible working hours to accommodate diverse geographic locations
- ITIL V4 Foundations Certified(within 30 days of hiring)
Peraton Overview
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.