Remote SLA & KPI Performance Lead

Peraton

Northern (KY)

Hybrid

USD 104,000 - 166,000

Full time

2 days ago

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Job summary

Peraton is seeking a Service Level Agreement (SLA) Specialist to join our CAEIO program supporting the DOS. You will monitor SLA, SLO, and KPI performance, identify trends, validate data accuracy, and drive corrective actions with technical teams and government stakeholders.

This role is fully remote, with requirement to reside in the Washington, DC Metropolitan Area for occasional onsite meetings in DMV. Candidates should have strong Excel (Pivot, trend analysis), ITIL familiarity, and

Qualifications

Bachelor’s degree and 8 years of experience or a Masters degree and 6 years of experience or an Associate’s degree and 10 years of experience or a High School Diploma/Equivalent and 12 years of experience.
U.S. citizenship and an active SECRET Government Security Clearance.
Minimum of two years of experience leading or supporting SLA management within an IT service delivery organization.
Minimum of two years of advanced Microsoft Excel experience for reporting and analysis (Pivot tables and trend analysis).
Minimum of two years of analyzing data to identify root causes and performance trends affecting SLA compliance.
Understanding of the ITIL Incident Lifecycle Management process.
Experience collaborating with technical teams to implement corrective actions and improve service performance.
Experience testing and validating reports and dashboards in SharePoint, ServiceNow, or other systems.
Ability to define reporting requirements and support dashboard development.
Strong communication skills with the ability to interact effectively with senior leadership and government stakeholders.
Experience developing process documentation, SOPs, corrective action plans, presentations, and status reports.

Responsibilities

Monitor, analyze, and report SLA, SLO, and KPI performance metrics to senior leadership.
Identify trends, root causes, and risks that may impact SLA and SLO targets and recommend corrective actions.
Validate reported metrics and resolve calculation or reporting discrepancies with reporting teams and SLA or SLO owners.
Develop and maintain strategic improvement plans for underperforming SLAs and SLOs.
Collaborate with technical and business teams to drive continuous service improvements.
Coordinate with Peraton and government leadership on performance issues, corrective actions, and SLA strategy.
Serve as the liaison between technical teams, reporting teams, and customer stakeholders, including FEDSIM.
Test and validate new or modified reports and dashboards to ensure data integrity.