Remote SLA & KPI Lead

Peraton; Reston (VA); Remote; USD 104,000 - 166,000; Full time

Job summary

Peraton is seeking an SLA Specialist to join the DT CAEIO program, focusing on monitoring and improving service delivery through SLA, SLO, and KPI analysis. You will partner with technical and government stakeholders to drive incident, change, configuration, and problem management processes.

Candidates should have strong Excel reporting skills, ITIL knowledge, and experience with ServiceNow and dashboards. This role is remote with DMV-area on-site adaptability and a Monday–Friday schedule.

Qualifications

• Bachelor's degree or higher with relevant IT service delivery experience.
• Minimum two years of SLA management experience in IT service delivery.
• Strong Excel reporting skills including pivot tables and trend analysis.
• Experience identifying root causes and performance trends affecting SLA.
• Familiarity with ITIL Incident Lifecycle Management and reporting processes.
• Proficient with ServiceNow ITSM and dashboard/report development.
• Ability to define reporting requirements and collaborate on dashboard development.
• Excellent communication with leadership and government stakeholders.

Responsibilities

• Monitor, analyze, and report SLA/SLO/KPI performance to senior leadership.
• Identify trends, root causes, and risks impacting targets and recommend corrective actions.
• Validate reported metrics and resolve discrepancies with reporting teams.
• Develop and maintain strategic improvement plans for underperforming SLAs/SLOs.
• Collaborate with technical and business teams to drive continuous service improvements.
• Coordinate with leadership on performance issues, corrective actions, and SLA strategy.
• Test and validate new or modified reports/dashboards for data integrity.
• Provide training and documentation to support SLA/SLO management.

Skills

SLA management

Excel (advanced)

Data analysis

Root cause analysis

ITIL Incident Lifecycle

ServiceNow

SharePoint

Reporting requirements

Dashboards development

Cross-functional collaboration

Communication skills

Documentation

Education

Bachelor's degree

Master's degree

Associate's degree

High School Diploma/Equivalent

ITIL v4 Intermediate certification

Project Management Professional (PMP) certification

Tools

Excel

ServiceNow

SharePoint

Grafana

Power BI

Tableau

Job description

Peraton is seeking an SLA Specialist to join the DT CAEIO program, focusing on monitoring and improving service delivery through SLA, SLO, and KPI analysis. You will partner with technical and government stakeholders to drive incident, change, configuration, and problem management processes.

Candidates should have strong Excel reporting skills, ITIL knowledge, and experience with ServiceNow and dashboards. This role is remote with DMV-area on-site adaptability and a Monday–Friday schedule.