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Title

Service Level Manager 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Req Number TGS20-0003  
Category Information Technology  
Division Tuknik Government Services  
Location TGS Washington, DC  
Description

TGS is looking for a strong team member who is passionate about Service Delivery and Continuous improvements, has a strong interest in Stakeholder Communication and wants to join our collaborative team as a Service Level Manager to help drive the process to ensure high availability and reliability of services. This position will support TGS and our government customer. Candidates must be able to obtain a Public Trust clearance.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Service Level Manager within the Koniag team is an integral component of a strong team supporting a Federal client’s organizational and digital transformation. The Service Level Manager job is a senior-level, role for someone with at least 7 years of experience in the field including 3 years in a large IT organization that manages multiple services. The Service Level Manager plays a vital role during negotiating and maintenance of service level agreements (SLAs). IT Service Level Managers apply service management principles to meet the service level targets required by the customer and are responsible for developing and maintaining operation level agreements with the other parts of the organization as part of service management. The skills and competencies for SLM include relationship management, business liaison, business analysis, and commercial/supplier management due to the emphasis on engagement with the customer and all stakeholders involved in service management.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

  • Support drafting and negotiating Service Level Agreements and ensuring they are met.
  • Ensure all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets
  • Monitor and report on service levels
  • Define and drive SLM processes and mapping (i.e. KPIs, incident, problem, change, service level management, Stakeholder communication, etc.)
  • Attend Major Incident calls, prepare Internal & External Stakeholder communication
  • Identify trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Conduct regular Service & Problem review meetings
  • Define Service Level Requirements for availability, performance, change windows, notifications, reporting
  • Define Continuous Service Improvement framework and governance
  • Develop plans, processes and activities to meet/exceed and maintain service levels as agreed for services
  • Execute special projects to support Service Management excellence
  • Maintenance of the SLM Framework
  • Design and maintain the underlying structure of the Customer Agreement Portfolio and provide templates for the various SLM documents.
  • Identification of Service Requirements
  • Service Level Monitoring and Reporting
  • Develop SLM templates, checklists, and reports
  • Experience performing the tasks above for a large IT organization.
 
Position Requirements

Required Knowledge, Skills and Experience:

  • Bachelor’s degree
  • 7+ years direct work experience in managing the business of IT and minimum 2 years experience with direct responsibility in the service level management field.
  • Familiarity with PMI's PM Body of Knowledge.
  • Microsoft Office tools proficiency, primarily Word, Excel, and Project.
  • Excellent oral, listening and writing skills and ability to discern and document important parts of discussions, action items and decisions made.
  • Strong knowledge of ITIL v3 Service Level Management (SLM) framework and processes and familiarity with SLM in ITIL v4.
  • ITIL Foundation Certified (v3 or v4) with at least one intermediate ITIL certification (or equivalent experience).
  • Familiarity with Infrastructure technology - preferably network operations and voice/video services
  • Service and customer-centric mindset is a must.
  • Excellent communication skills (written and verbal).
  • Strong documentation, process analysis, design, and process improvement.
  • Proven professional experience working ITIL roles in a fast-paced delivery organization
  • Statistical reporting experience.
  • Working experience with Six Sigma, Deming Cycle (Plan Do Check Act), or other structured analysis improvement models.
  • Problem solving, critical observation, conflict resolution, adaptability, time management, and organizational skills are essential for this position.
  • Preferred ITIL v3 certification and familiarity with Technology Business Management (TBM) principles.
  • Previous Federal consulting experience preferred, but not required.

Working Environment & Conditions

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to manipulate, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, perform simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move items that weigh up to 25 lbs. Specific vision abilities required for the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag.com or by calling 703-488-9377 to request accommodations.

 
Travel Requirements  
Security Clearance Must be able to obtain a Public Trust  
About our Company

Offering innovative and cutting-edge IT, Environmental Resource Management and Professional Services solutions, Tuknik Government Services is uniquely positioned in the federal marketplace. An ANC 8(a)-certified program combined with the full corporate support of Koniag Inc.'s Government Services Sector, TGS is backed by a full range of industry partners. Innovative technology, highly qualified professionals and proven processes are the hallmarks of TGS. We pride ourselves on delivering exceptional service to our clients and maintaining a supportive environment for team members and partners.

 

Our Equal Opportunity Policy EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352  

This position is currently accepting applications.

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