IT Service Level Manager

7 days left

Jacksonville USA-DC-Washington, FL
Sep 14, 2017
Sep 27, 2017
IT, Management
Full Time
The Service Level Manager serves in a critical and important capacity to facilitate customer satisfaction and program success. The Service Level Manager is responsible for the following:

    Oversees and manages IT service management processes to ensure that all services/products are delivered according to the negotiated and agreed targets. Monitors and reports on service/operational levels and performs regular customer/service providers/vendor reviews. Collaborates with the Federal Department’s point of contacts to ensure client satisfaction Reviews status of overall service/operational level achievement; manages schedules and prepares routine status reports.Prepares, analyzes, maintains and presents program deliverables pertaining to performance metrics including associated incentives and disincentives. Gathers relevant information required for accurately assessing service/operational level performanceAssesses performance issues, performs root cause analyses, and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.Develops mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and clients.Guides and recommends process improvement ideas/suggestions to program leadership to facilitate continuous program performance excellence.Working knowledge and understanding of performance incentive/disincentive managementMaintains current knowledge of relevant technologies and subject areas.Participates in special projects as required.
Education i) Bachelor's Degree in a related technical discipline, or the equivalent combination of education, professional training, or work experience.

ii) Certification - ITILv3 Foundation (at a minimum)


Qualifications i) 6 – 8 years of IT Operations/IT Services Management experience

ii) 4 – 6 years experience as a SLA Manager

iii) Significant hands-on experience interpreting KPIs, SLAs and OLAs, understanding their measurement and threshold criteria as well as reporting requirements on a large Federal IT Infrastructure Services Contract (over 8,000 end users)

iv) Significant hands-on experience with enterprise IT dashboarding

v) Working knowledge of ServiceNow

  As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.