CACI Enterprise IT Operations has an opportunity for an SLA & Metrics Manager to support a large and complex IT enterprise program by providing the overall management of SLAs.
Duties and Responsibilities:
As the program's SLA & Metrics Manager some of your duties and responsibilities are outlined below:
-You will provide overall management for the SLAs, SLA service credits, metrics, and ensure all enterprise IT services are accomplished according to SLAs.
-Develop a failure analysis and corrective action report detailing the cause of any failures.
-Ensure service specification compliance.
-Develop, manage, and administer service management best practices.
-You will also be required to communicate with other program personnel, government management, and senior executives.
-Develop service delivery SLAs and policies and procedures for successful ITSM/ITIL and ServiceNow implementation.
-Provides input into commitments and schedules.
-Takes ownership and ensures proactive closure for problem reports that fall within or appear to fall within area of responsibility; works closely with internal customers to quickly and successfully closeout problem reports.
-ITIL Practitioner Certification
-CompTIA Security + Certification
Education and Experience:
Typically requires Bachelor's degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline and 12 to 15 years of experience.
Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face. Some travel may be required.