Secret-Cleared SLA & Service Performance Lead

Avalore, LLC; Arlington (VA); On-site; USD 67,000 - 117,000; Full time

Benefits offered by this job

Health care contributions

401k retirement plan with match

Life insurance

Paid time off

Disability coverage

Training & development

Employee assistance program

Job summary

Avalore, LLC is seeking a Service Level Specialist to design, maintain, and report on SLAs that meet customer commitments. You will track performance, identify trends, and drive continuous improvement in service delivery.

The role requires strong English communication and MS Office skills, with a Bachelor's degree and US work authorization. The position involves defining service levels with stakeholders, implementing measurement processes, and collaborating with technical teams to resolve

Qualifications

• Bachelor's Degree required.
• Experience levels vary: Junior 0–3 years, Journeyman 4–7 years, Senior 8+ years.
• US work authorization required; no sponsorship for this position.

Responsibilities

• Design, maintain, and report on SLAs to meet customer commitments.
• Track performance and recommend service delivery improvements.
• Establish and monitor SLAs with stakeholders; define appropriate service levels.
• Develop and implement SLA measurement and reporting processes.
• Regularly analyze SLA performance data to identify trends and areas for improvement.
• Collaborate with technical teams to address SLA breaches and implement corrective actions.
• Conduct regular service reviews with customers, presenting SLA performance and issues.
• Develop and maintain service improvement plans based on SLA performance and feedback.
• Coordinate with the service catalog manager to reflect SLAs accurately in the catalog.
• Stay informed about industry standards and best practices in service level management.

Skills

Communication skills

Self-starter mindset

MS Office proficiency

English proficiency

US work authorization

Education

Bachelor's Degree

Job description

Avalore, LLC is seeking a Service Level Specialist to design, maintain, and report on SLAs that meet customer commitments. You will track performance, identify trends, and drive continuous improvement in service delivery.

The role requires strong English communication and MS Office skills, with a Bachelor's degree and US work authorization. The position involves defining service levels with stakeholders, implementing measurement processes, and collaborating with technical teams to resolve