Senior ITIL Service Level & Capacity Manager

Koniag Government Services; Washington (District of Columbia); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

3 weeks paid time off

Job summary

Koniag Government Services seeks a Service Level/Capacity Manager to support KITS and a federal customer in Washington, DC. Position is hybrid with three days onsite and requires the ability to obtain a Public Trust.

You will own ITIL 4-aligned service level management and capacity management, develop dashboards, and collaborate with NOC, Incident, Network, and Government stakeholders to ensure performance meets current and future demand.

Qualifications

• Bachelor's degree or equivalent work experience in IT/IS or related field.
• Minimum of 5 years of ITSM experience with service level management in enterprise environments.
• Experience managing enterprise SLA programs, breach management, and continual service improvement.
• Experience with capacity planning and demand management across hybrid on-premises and cloud environments.
• Hands-on experience with ServiceNow and other ITSM platforms; ability to configure dashboards and reports.
• Ability to obtain and maintain a background investigation and IT credentials for access.

Responsibilities

• Own and manage the enterprise service level management practice, including SLA/SLO definition, monitoring, reporting, breach management, and continual improvement.
• Establish and communicate service level definitions, measurement methodologies, reporting cadences, and quality levels.
• Monitor SLA metrics in real time and address breach risks.
• Develop and deliver monthly service-level and ITSM metrics dashboards for Government stakeholders.
• Coordinate with NOC, Incident Manager, Network Engineering, and other leads to ensure data quality and regular reviews.
• Maintain the ITSM service catalog and map services to targets.
• Own and manage capacity management practice, forecast demand, and advise on infrastructure scaling.

Skills

ITIL 4

ITSM

Service level management

Capacity planning

Performance reporting

Federal IT operations

Data-driven insights

Education

Bachelor's degree in IT/CS/IS

Tools

ServiceNow

ITSM tooling

Job description

Koniag Government Services seeks a Service Level/Capacity Manager to support KITS and a federal customer in Washington, DC. Position is hybrid with three days onsite and requires the ability to obtain a Public Trust.

You will own ITIL 4-aligned service level management and capacity management, develop dashboards, and collaborate with NOC, Incident, Network, and Government stakeholders to ensure performance meets current and future demand.