Security-Cleared SLA Performance Specialist

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

Benefits offered by this job

Health care plan

Retirement plan (401k)

Life insurance

Paid time off

Disability insurance

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, implement improvements, and work with stakeholders to define service levels.

The role develops measurement processes and analyzes data to prevent breaches and drive service enhancements. You will also conduct regular reviews with customers, maintain improvement plans, and stay aligned with industry standards.

Qualifications

• Security clearance required.
• Bachelor's Degree required for all levels.
• Authorized to work in the United States full-time; Avalore will not sponsor visas.

Responsibilities

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

Skills

Good communication skills

English proficiency

Microsoft Office

US work authorization

Education

Bachelor's Degree

Tools

Microsoft Office

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, implement improvements, and work with stakeholders to define service levels.

The role develops measurement processes and analyzes data to prevent breaches and drive service enhancements. You will also conduct regular reviews with customers, maintain improvement plans, and stay aligned with industry standards.