Service Level Manager

Service Level Manager

TekSynap is seeking a Service Level Manager (SLM) to support our client in Arlington, VA. The SLM will be responsible for managing and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across multiple IT service towers. This role requires a proactive leader with strong analytical, communication, and ITIL-aligned service management skills.

Responsibilities

• Monitor SLA compliance and ensure adherence to contractual performance metrics.
• Develop and maintain dashboards to track critical SLAs and KPIs; ServiceNow experience is a plus.
• Generate monthly, quarterly, and annual SLA performance reports.
• Coordinate with team leads across service towers to ensure high-quality service delivery.
• Conduct trend analysis and identify areas for improvement.
• Develop and implement Service Improvement Plans (SIPs) for failing SLAs.
• Present exemption requests to the client when SLA failures occur due to extenuating circumstances.
• Support strategic planning and continuous improvement initiatives.
• Maintain documentation and auditable reporting processes for SLA management.

Required Qualifications

Preferred Qualifications

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Must be able to successfully obtain Public Trust.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law.