Service Level Manager
Service Level Manager Job Category:
Engineering and Technical Support Time Type:
Full time Minimum Clearance Required to Start:
Public Trust Employee Type:
Regular Percentage of Travel Required:
Up to 10% Type of Travel:
CACI is currently looking for a motivated, career and customer-oriented Service Level Manager with Agile methodology experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) Integrated Traveler Initiative II (ITI2) team in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development and hardware integration for the Department of Homeland Security (DHS).
As a member of the ITI2 Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity. CBP Officers and Border Patrol agents are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.
ACI agile programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.
As a member of the Agile PMO, you will play a critical role in planning, monitoring, and controlling all management and technical activities to deliver the overall program and individual projects on schedule, on budget and with the highest quality. The Service Level Manager is responsible for defining and implementing the metrics gathering process for the program, and using the metrics to ensure service delivery meets customer performance requirements (Service Level Agreements – SLAs).
What you’ll get to do:
Collaborate with the Quality and Performance Manager to develop, maintain, and implement the Performance Plan which defines Key Performance Indicators (KPIs) for program SLAs to ensure that ITI2 products, services, and deliverables meet the program’s goals and objectives
Define and implement the metric-gathering process for the program including SLAs, KPIs, and control limits
Define leading metrics to ensure incident response is met and SLAs are resolved
Analyze and monitor Service Level Agreements (SLAs) and reporting via the IT Service Management System
Recommend automations for analyzing and reporting data
Identify short and long term performance trends and identify actionable improvements
Measure the performance of service delivery against SLAs in real time and coordinate with operations personnel to take action to ensure SLAs are met
Administer the Problem Management and Corrective Actions processes
Review captured performance data and interact with performance management to ensure that services and levels are aligned with tactical business requirements
Periodically review SLAs to ensure they contribute to delivering the customer’s desired outcomes for the services
Review performance trends and propose changes to SLAs to drive improved service delivery
Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to:
3-year check for felony convictions
1-year check for illegal drug use
1-year check for misconduct such as theft or fraud
College degree (B.S.;
M.S., PhD.) in ComputerScience, Software Engineering, Information Systems, or other related field (or equivalent work experience) required
5-9 years’ total experience with demonstrated experience in evaluating SLAs and how best to measure those requirements against stated service specification goals
Experience automating measurement and reporting of performance metrics
Exposure to multiple, diverse technologies and processing environments
ITIL Foundation certification
You are good at:
Leadership and team management skills
Service Level Agreement management skills
Experience participating in a high performing, highly engaged and motivated PMO
Operations management skills
Customer/Cross functional Stakeholders Management Skills and a Service/Quality mindset
Exceptional interpersonal skills, including teamwork, facilitation, and negotiation
Excellent analytical and technical skills
Excellent written and verbal communication skills
Excellent planning and organizational skills
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.