Service Level Agreement (SLA) Manager (Government)

Job Description

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Department of Defense. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.AT&T has an opening for a Service Level Manager: Who is responsible for SLA Measurement & Reporting, Improvement of Service quality, Root Cause Analysis, Auditing and Risk Management for a large IT services contract. Interacts with the client to establish, maintain, and modernize clear business-based targets for service levels and to ensure that delivery of services is properly assessed, monitored, and managed against these targets. Also interacts with other service providers to ensure that operational level agreements are in place to ensure end-to-end service delivery in accordance with the service level targets. Works with the service delivery organization and service managers to manage performance against service level targets. Establishes critical success factors and key performance indicators necessary to manage service levels.This is an individual contributor, technical lead, and job and may identify data collection, analysis, storage, and reporting requirements for relevant metrics across the program. They may also guide the work of data analysts or tasks performed by contractors, vendors or partners. Directs the researching, recommending, documenting, and implementation of changes to processes, procedures, and systems to enhance service delivery.
Key tasks include:

• Participates in defining, documenting and monitoring IT service level agreements.
• Describes a specific aspects and measurements of a service level agreement.
• Communicates type of support covered and not covered by specific service agreements.
• Develops processes and deliverables for specifying and implementing service level agreements.
• Participates in service level reviews; cites examples of common problems and issues.
• Cites industry and/or company-specific examples of high- or poor-quality service contracts.
• Communicates key benefits and challenges of each type of service class and associated SLAs.
• Monitors and investigates operational issues; service disagreements; resolution of disputes; coordinates implementation of improvements.
• Evaluates multi-service agreements and the inter-dependencies of different service offerings.

Required Skills, Experience, and Education: Twenty years’ experience in programs and contracts of similar scope, type and complexity within the Federal Government. Preferred Bachelor’s Degree in Business, Information Systems, Engineering, Math, or Science or equivalent experience.

• Excellent written and verbal communication skills.
  
• Strong interpersonal skills.
  
• Excellent leadership skills and teamwork skills.
  
• Results oriented and self-motivated.
  
• Working experience with ServiceNOW.
  
• Proficiency with Microsoft Excel and other MS Office tools.
• ITIL Foundations v3 or v4 certification desirable.
• PMP, Six Sigma, or similar certifications a plus.
  

Required Clearance: Candidate must be able to obtain a TSSCI Clearance with Polygraph.
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws.
AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V