Job Description :

Job Title: Service Level Manager(Local Candidates Only)

Location: Chester, VA

Duration: 11 Months

Note: Selected candidates need to be on board Onsite. They need to pick their on- boarding documents and equipment manually. No expenses will be paid for travelling

Job Description:

Experience with SLAs, Process Improvements, Requirements Development, Excel, Access and DB systems in a complex IT environment.

-Expert Excel skills for the creation and management of the monthly SLA Compliance Report.

-Streamline and improve the tools used in the management of the SLA Compliance Report.

-Develop requirements and build proof of concept tools for managing the SLA Compliance Report as well as the supporting SLA Data also provided via Excel.

-Experience with managing financial calculations and interdependencies in Excel.

-Perform SLA exclusion analysis, key for SLA and billing processes.

-Perform SLA reporting analysis for all STSs and MSI utilizing complex Excel spreadsheets.

-Experience in reviewing and establishing performance-based SLA targets.

-Analyze customer usage and needs of IT infrastructure services, align usage with strategic objectives.

-Prepare options which consider financial analysis.

-Experience in the development of sustainable/measurable processes.

-Extensive experience with VISIO (or similar).

-Coordinate actions/responses from a wide range of stakeholders.

-Experience documenting and presenting decisions and improvement proposals.

-Experience working in an outsourced environment.


- Strong service level agreement (SLA) skills and ability to provide in-depth analysis.

- Analyze customer usage and needs of IT infrastructure services, align usage with strategic objectives

- Prepare options which consider financial analysis

- Attention to detail

- Good communication, documentation and organization skills

- Ability to multi-task and work under tight deadlines

- Ability to work independently

- Background with Service Management Systems (e.g. ServiceNow, HPSM, etc.)

- Excellent customer service skills and ability to work with both organizational and matrixed teams

- Proficient with Word, PowerPoint, Access, Visio (or similar).

Required/Desired Skills

Skill Matrix

Skill Matrix


Years of Experience

Overall IT Experience

Communication (1 - 10)

Proficient with Microsoft Office Suite-- Access-- Expert - Excel

- SLA Reporting

- Financial Calculations and Reporting

- Word, PowerPoint, Visio (or similar)

Strong service level agreement (SLA) skills and ability to provide in depth analysis.

- Understanding of ITIL, Process Improvement, Lean, SLA

- Expert Data Management, Analysis and Reporting

- Excellent oral and written communication skills

- Ability to work with all levels of organizations to resolve problems and drive improvements

- Multi-tasking and priority management

- Knowledge of IT processes such as Incident, Change, Problem, Configuration, Request, etc.


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