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SLA & Metric Management Lead

Req #: 126899
Location: Annapolis Junction, MD US
Job Category: Information Technology
Security Clearance: TS/SCI with Polygraph
Clearance Status: Must Be Current

Job Description

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.
Desired Qualifications:
-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. 
 
Physical Demands:
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.

Job Location

US-Annapolis Junction-MD-BALTIMORE


 

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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