• Job Description

  Req#: R-00117941

  
  The 1901 Group at Leidos seeks a Performance/Service Level Manager to manage the service level program for the Federal Trade Commission (FTC) Information Management Services & Support (IMSS) program. The qualified candidate will work with the PM, program team, customer COR, and other customer team members to define Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) and manage the implementation and operation of a Service Level Program. In addition to defining and implementing SLAs and KPIs, the Lead will monitor performance against SLAs/KPIs on an ongoing basis and work with the PM and team leads to influence activities and steer towards achievement of specified service targets.

  This position requires clear communication with internal team members and across multiple task areas and clients, as well as external organizations (e.g., sub-contractors, vendors, etc.). The position also works to influence project/team performance and ensure SLAs/KPIs are periodically reviewed and evaluated for applicability, alignment to business objectives, and achievability.

  Primary Responsibilities:

  • Serve as lead and owner of the Service Level Management program.
  • Ensure achievement of SLAs through proactive engagement with program teams to drive performance and make course corrections as required.
  • Ensure documentation of all required SLA/KPI artifacts including results and exceptions to substantiate SLA performance.
  • Define SLAs and KPIs in collaboration with customer team members by identifying and mapping business objectives to measurable components and calculations that measure performance against stated performance standards. For all SLAs/KPIs, identify artifacts and information required before, during, and after SLA measurements periods to support post-period performance calculations and reporting.
  • Ensure SLA and KPI artifacts are organized and stored to support review and audit.
  • Update and maintain the Service Level Management Plan (SLMP) to record all SLAs/KPIs, measurement tools, and other information relevant to sustaining an effective Service Level Management program.
  • Negotiate, document, and manage an exception process that supports accurate reflection of team performance by excluding events outside of the control of the team.
  • Coordinate with team leaders and team members to implement SLAs/KPIs, perform benchmarking to validate SLA/KPI objectives, and ensure results are measurable and calculatable before transitioning the SLAs/KPIs into operation.
  • Lead weekly and monthly meetings as required to review performance results and identify areas of improvement to continuously improve team performance.
  • Develop and provide SLA reports in accordance with program deliverable schedules.
  • Calculate financial results, including incentives and disincentives, of team performance following measurement periods.
  • Lead the team and customer in scheduled periodic reviews of all SLAs/KPIs to ensure ongoing validity and alignment to business objectives. Identify additions, modifications, and deletions necessary to sustain the program over time in conjunction with evolving business requirements.
  • Analyze SLA/KPI results and work with the team to identify approaches to perpetually improve team performance against SLAs/KPIs.
  • Maximize financial performance against SLA incentives.
  • Attend technical and program status meetings as required.

  Basic Qualifications:

  • BA degree in a technical or management domain and 4+ years of prior relevant experience or Masters with 2+ years of prior relevant experience. Additional years of experience will be acceptable in lieu of a degree.
  • Familiarity with ITL and specifically ITIL concepts for Service Level Management.
  • Excellent communication skills with experience briefing stakeholders at all levels.
  • Ability and willingness to periodically travel (~quarterly) to customer site to work with PM and customer to review the Service Level Program.
  • Ability to obtain and maintain an FTC Position of Trust clearance.

  
  

  Pay Range:

  Pay Range $59,150.00 - $91,000.00 - $122,850.00

  The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

• About the company

  We Are Leidos For 50 years we have been tackling some of the biggest problems that face our nation and our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets.

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