Enterprise Service Level & Capacity Manager (Hybrid)

Viateq Corporation; Washington (District of Columbia); Hybrid; USD 94,000 - 124,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off and federal holidays

Professional development reimbursement

Job summary

VIATEQ Corporation in Washington, DC is seeking a Service Level/Capacity Manager to lead enterprise SLA/SLO definitions, monitoring, and continual improvement in a hybrid work model. You will coordinate with NOC, Incident, and Network teams to ensure performance aligns with government contracts and capacity plans across on‑prem and cloud environments.

The role requires ITIL 4 mastery, ServiceNow expertise, and experience delivering data‑driven reporting to federal stakeholders.

Qualifications

• Bachelor's degree or equivalent in IT/CS/IS/related field.
• Minimum 5 years ITSM experience; 3+ years in SLA/Service Level/Capacity leadership in federal IT environment.
• Experience defining and monitoring SLA/SLOs in a 24x7 operations setting.
• Hands-on with ServiceNow including SLA configuration and dashboards.
• Strong analytical skills and ability to present data to Government stakeholders.

Responsibilities

• Own enterprise service level management across contracted IT services; define, monitor, and improve SLAs and OLAs.
• Establish measurement methodologies, reporting cadences, and quality levels for performance objectives.
• Monitor real‑time metrics and identify SLA breach risks; initiate corrective actions.
• Develop monthly ITSM metrics dashboards for Government leadership by the 5th business day.
• Coordinate with NOC/Service Desk, Incident, Network, and Infrastructure leads to ensure accurate data capture.
• Maintain the ITSM service catalog with accurate service descriptions and targets.
• Own capacity management; forecast demand and plan capacity across on‑prem and cloud.
• Provide data-driven CSI program outputs and track improvement initiatives.

Skills

ITIL 4 service level management

Capacity planning

ServiceNow

SLA/SLO definition

Data visualization

English communication

Education

Bachelor's degree in IT/CS/IS/Business Admin

Tools

Power BI

Tableau

Job description

VIATEQ Corporation in Washington, DC is seeking a Service Level/Capacity Manager to lead enterprise SLA/SLO definitions, monitoring, and continual improvement in a hybrid work model. You will coordinate with NOC, Incident, and Network teams to ensure performance aligns with government contracts and capacity plans across on‑prem and cloud environments.

The role requires ITIL 4 mastery, ServiceNow expertise, and experience delivering data‑driven reporting to federal stakeholders.