Remote SLA & KPI Strategist (IT Services)

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

Job summary

Peraton seeks an SLA Specialist to join a DSS CAEIO program. The role focuses on monitoring SLA, SLO, and KPI performance, identifying root causes, and driving corrective actions in collaboration with technical and government stakeholders.

Responsibilities include dashboard validation, reporting, and process documentation. The position is fully remote with occasional onsite DMV meetings as required.

Qualifications

• Bachelor's degree with 2+ years of SLA management experience, or higher degrees with less experience.
• Proven ability to monitor and report SLA/SLO/KPI performance and drive corrective actions.
• Experience with data validation and collaboration with reporting teams and stakeholders.
• Strong ITIL understanding and ability to work with incident, problem, and change processes.

Responsibilities

• Monitor, analyze, and report SLA/SLO/KPI performance to senior leadership.
• Identify trends and risks impacting targets and recommend actions.
• Validate metrics and resolve discrepancies with reporting teams.
• Develop improvement plans for underperforming SLAs/SLOs.
• Collaborate with teams to drive continuous service improvements.
• Coordinate with leadership on performance issues and SLA strategy.
• Test and validate new reports and dashboards for data integrity.
• Provide requirements for reports and dashboards and deliver training.

Skills

SLA management

Data analysis

Root cause analysis

Communication with leadership

ITIL awareness

Education

Bachelor's degree

Master's degree

Associate's degree

High School Diploma/Equivalent

Tools

SharePoint

ServiceNow

Power BI

Grafana

Tableau

Job description

Peraton seeks an SLA Specialist to join a DSS CAEIO program. The role focuses on monitoring SLA, SLO, and KPI performance, identifying root causes, and driving corrective actions in collaboration with technical and government stakeholders.

Responsibilities include dashboard validation, reporting, and process documentation. The position is fully remote with occasional onsite DMV meetings as required.