Service Level Manager

Description

Job Description:

Looking for an exciting new step in your IT career?

1901 Group (A Leidos Company) has an exciting Service Level Manager opportunity working out of our Enterprise Operations Center in Blacksburg, VA.

POSITION SUMMARY:

We are in search of a Service Level Manager who can closely coordinate with the client teams to determine work requirements, schedules, resources, and execution plans.

PRIMARY RESPONSIBILITIES:
• Coordinate with the client teams to determine work requirements, schedule, resources, and execution plans.
• Ensures work is completed in accordance with all service level agreements, risk, compliance, and other relevant guidelines.
• Experience in the design, development, and implementation of knowledge management in an operational environment (i.e. specifically help desk).
• Communicate with the client and RMPO team regarding resources across projects.
• Building relationship with the client and internal support in an effort to provide the highest quality customer service possible
• Drive clear and concise team communication and correspond accordingly with clients
• Develop project plans and track and report on project status including risk escalation and mitigation
• Oversee and manage the operational aspects of ongoing projects and serve as liaison between project management, client teams, team leads and other stakeholder
• Monitor project progress/intervention and problem solve with RMPO, client teams, and tech lead appropriately
• Responsible for participating in incident and/or escalation management, helping to prioritize issues and resources, communicate to customers and teammates, and facilitate meaningful issue and risk discussions
• Develop and deliver metric and progress reports according to contractually required SLAs
• Be responsible for design, development and implementation of knowledge management strategies.
• Drive for continuous improvement and feedback at all levels of the organization
• Follow standard processes within the SLM team and company to ensure consistency for clients and deliverables

CLEARANCE REQUIREMENT:

• DoD Secret clearance is required prior to start (Interim Secret clearance is acceptable)

BASIC QUALIFICATIONS:
• Bachelor’s degree or equivalent experience in a related field of Technology or Customer Services
• 4 years of experience in a customer facing coordinator/support tole
• Knowledgeable in Project Management and Coordination
• Proficient in Microsoft Office tools, , primarily Word, Excel, and PowerPoint
• Excellent verbal and written communication skills
• Ability to provide coverage for core hours (8a to 6p) and occasional work on nights and weekends may be required during maintenance periods.
• Ability to travel to customer sites, including overnight travel
• Driven to provide quality customer service and build strong working partnerships
• Familiar with infrastructure technology-– preferably network operations and cloud
• Experienced in Project Task Estimation, Resource Scheduling, Risk Management, Issue Management
• Experienced in Knowledge Management.
• Certifications in CSM, CAPM or PMP, ITIL V3 Foundations, ECBA, CBAP preferred or potential to gain them

Preferred Qualifications
• Certifications in CSM, CAPM or PMP, ITIL V3 Foundations, ECBA, CBAP preferred or potential to gain them
• Demonstratable experience working with Service Level Agreements
• An AWS Certified Cloud Practioner
• Prior experience working in Agile Development

Who Are We?
1901 Group (A Leidos Company) prides itself on looking ahead of our competitors for the next wave of IT trends. We provide our employees with training and development opportunities, preparing them for upcoming technical challenges.

With primary office locations in Blacksburg and Reston, VA, our teams support customers from across the United States. Our innovative IT as-a Service delivery model is supported by industry certifications that ensure quality and efficient IT solutions.

We are transforming the delivery of IT services through the use of enterprise managed services that leverage the cloud to securely monitor, manage, and optimize complex IT environments.
The history of automation is what inspired the name of our company. 1901 was the year that another disruptive technology changed the world: the assembly line. Leveraging skills and materials in an efficient manner within a repeatable process that quadrupled output applies to IT services today.

Pay Range:

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