Service Level Agreement

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 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 CertificationBenefits: 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