4 days old

Service Level Manager

Scott Air Force Base, IL 62225
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Business Group Highlights


The Defense group supports the Department of Defense (DoD) mission to keep our homeland and its citizens safe. We provide solutions to improve the Nation's defense by providing software, systems engineering, IT, training and logistics and fleet management solutions.


Position can also be located in Fort Meade, VA. Candidates must demonstrate experience in ITSM Service Level Management on programs/contracts of similar size and scope. Directly responsible to the PM/DPM for technical performance management, including measuring planned vs. completed progress against end item deliverables, and providing actual vs. baseline metrics to determine performance improvements for analysis and reporting. Responsibilities will include:

Service Level Agreement structure (e.g. Service based, Customer based or Multi -Level)
Operational Level Agreements with the Service Provider
Third Party Supplier / Contract Management relationships to the Service Level Management Process
Accommodating any existing Service Improvement Plans / Programs within the SLM process
Analyses and reviews Service Performance against the SLAs and OLAs.
Organizes and maintains the regular Service Level review process with both the IT Customer and Service Provider which covers:
o Review outstanding actions from previous Reviews;
o Current Performance;
o Reviews Service Levels and targets (where necessary);
o Reviews underpinning agreements and OLAs as necessary
o Agree with appropriate actions to maintain / improve Service Levels.
o Initiates any actions required to maintain or improve Service Levels
Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
Acts as coordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)


Bachelors degree in computer science, IT, or equivalent technical discipline.
Eight years' of relevant experience on projects of comparable complexity and scope.
Ability to write and verbally communicate ITSM and risk-related concepts effectively to both technical and non-technical audiences.
Demonstrated experience working with customers on a program related to sustainment activities on a global network supporting multiple dynamic users.
Must currently have an active DoD Secret security clearance.
Information Technology experience as a DoD and/or Intelligence Community employee or contractor.
Experience supporting the DISA.
Demonstrated use of analysis, design, development, and implementation of technical solutions.
ITIL v3 Service Operations Intermediate, Continual Service Improvement, and Project Management Professional (PMP) Certifications.

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to do just that, as a partner of choice across the entire sector.

Perspecta is anAA/EEOEmployer - Minorities/Women/Veterans/Disabled and other protected categories.

As a government contractor, Perspecta abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).


  • Information Technology
Posted: 2020-10-20 Expires: 2020-11-19

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Service Level Manager

Scott Air Force Base, IL 62225

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