Hybrid ITSM: Service Level & Capacity Leader

Koniag Government Services; 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)

PTO

Parental Leave

Life Insurance

Disability Insurance

FSA

Commuter Benefits

Tuition Reimbursement

Job summary

Koniag Government Services is seeking a Service Level & Capacity Manager to support a federal government IT engagement in Washington, DC. The role is hybrid, with three days onsite and the ability to obtain necessary clearances.

The ideal candidate will lead enterprise service level and capacity management, ensuring SLAs/SLOs are defined, measured, and improved, while coordinating with NOC, Incident, Network, and Government stakeholders in a complex IT environment.

Qualifications

• Bachelor's degree or equivalent work experience in IT/CS/IS/Business Administration
• Minimum 5 years in IT service management, with at least 3 years in a Service Level/Capacity Manager role in a federal IT environment
• Experience managing enterprise SLA programs, including SLA definition, monitoring, breach management, and continual improvement
• Experience with capacity planning and demand management across hybrid on-premises and cloud environments
• Hands-on experience with ITSM platforms (preferably ServiceNow), including SLA config, dashboards, and reporting
• Ability to obtain and maintain required background investigations and IT access credentials

Responsibilities

• Own and manage the enterprise service level management and capacity management practices across the engagement
• Define, monitor, report, and continually improve SLA/SLOs and related performance metrics
• Develop, maintain, and deliver monthly ITSM metrics dashboards for government stakeholders
• Coordinate with NOC, Service Desk, Network Engineering, Infrastructure, and Government stakeholders to ensure accurate data
• Conduct capacity assessments, forecasts, and demand planning across on-premises and cloud environments
• Lead CSI efforts with a data-driven approach and maintain an improvement register

Skills

ITIL 4

SLA management

Capacity planning

Data analysis

ITSM tooling

ServiceNow

Governance

Stakeholder communication

Education

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

Tools

ServiceNow

ITSM platforms

Power BI

Dashboards

Job description

Koniag Government Services is seeking a Service Level & Capacity Manager to support a federal government IT engagement in Washington, DC. The role is hybrid, with three days onsite and the ability to obtain necessary clearances.

The ideal candidate will lead enterprise service level and capacity management, ensuring SLAs/SLOs are defined, measured, and improved, while coordinating with NOC, Incident, Network, and Government stakeholders in a complex IT environment.