Service Level Manager

ManTech (


  Full Time   Employee   Contractor

United States

Job Duties and Responsibilities:

Provide Service Level Management Process Oversight supporting JPL-ICE account

Lead and/or deliver transition of service level management process

Drive Continual Service Improvement in the delivery of IT services, establish both performance targets and stretch goals, and prepare and maintain relevant reports pertaining to service level management and service level performance and related corrective actions

Lead and/or deliver service level management components of engagement acting as an integral team member, providing guidance at all levels of an engagement team

Provide advice to/consult with ManTech?s Program Office personnel and contract requirements of service level management

Provide leadership and advice on remediation of service level issues.

Lead partner teams responsible for service level management and flow down

Engage in the development and assessment of all service level management data and reporting

Plan, manage and report on CSI projects associated with IT trends

Plan, manage and report on SLA improvement projects associated with SLA trends

Adopt and develop new service level measurement methodologies on the contract.

Establish expectations regarding the quality of a given infrastructure or software based solution as it relates to measurable performance

Drive compliance to Service Level Targets / Service Level Objectives across all IT Teams and Subcontractors associated with Program performance and deliverables

Create and manage templates for the Service Level Management process

Drive the establishment and maintain OLAs, KPIs, SLA?s, Underpinning Contracts and agreements for the IT Service Management processes

Assist in Creating and maintaining the Service Portfolio and Service Catalogue

Establish and build strong relationships with internal and external IT service groups, and other ITIL process Owners, in particular Contract management, Supplier Management, Change Management, Incident Management and IT Service Management

Plan, conduct and report Service Reviews

Establish and set requirements for tools to underpin the process, such as SLA and Service Catalogue / Service Portfolio tools

Evaluate, analyze and report service level metric results, coordinate activities to resolve performance variances and refine SLM?s as needed to support the organization

Partner with JPL and Program Office Leaders to oversee and manage service level performance

Creates communications and training plans and performs training for IT staff on service level metrics and how the metrics are related to JPL IT service delivery performance

Provides proactive analysis of data trends and recommendations to independently identify potential opportunities for continual service improvement

Scheduled, oversees and manages quality reviews driving achievement of metrics and improvement initiatives.

The ability to analyze and use data and measures to use as a catalyst for service capabilities, and current performance improvement and maintain a high level of customer satisfaction

Minimum Requirements:

Negotiation and mediation skills

Analytical and statistical skills

Prior experience and solid knowledge of service level management.

ITIL Foundation v.3 certification

Preferred Requirements:

Understanding and completion of ITIL processes and or certification

ITIL Expert Certification

PMP Certification



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