Service Level Management Analyst

Job Summary

A company is looking for a Service Level Manager.

Key Responsibilities

• Track, analyze, and report on contract-level SLAs and KPIs across enterprise IT and telecommunications services
• Serve as a subject matter expert for SLA measurement and document SLA breaches while coordinating resolution with vendors and stakeholders
• Develop dashboards and reports to communicate SLA performance and integrate data into IT Service Management platforms

Required Qualifications

• BS degree with 6 years of relevant experience
• Experience in SLA monitoring and KPI tracking
• Proficiency with ITSM platforms, such as ServiceNow
• Knowledge of contract structures, including CLINs and pricing models
• Eligibility for Secret clearance