Senior SLA & Performance Analytics Lead

Iron Bow Technologies; Washington (District of Columbia); Hybrid; USD 140,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan

Paid time off

Additional wellness and financial benefits

Job summary

Iron Bow Technologies is seeking a Service Level Management Analyst in Washington, DC to monitor and improve service performance across enterprise IT and telecommunications. The role demands expertise in service level agreements and key performance indicators, ensuring vendor compliance. Responsibilities include analyzing contract-level performance, documenting SLA breaches, and supporting continuous service improvement. Preferred qualifications include a Bachelor’s degree and experience with ServiceNow. The position offers a salary range of $140,000-$160,000 along with comprehensive benefits.

Qualifications

• 6 years of experience related to the role is preferred.
• Ability to manage multiple stakeholders effectively.
• Strong analytical and reporting skills required.

Responsibilities

• Monitor and analyze service performance across IT and telecommunications.
• Ensure vendor compliance with SLAs and KPIs.
• Document and report SLA breaches and coordinate with stakeholders.

Skills

Service Level Agreement (SLA) monitoring and analysis

Key Performance Indicator (KPI) tracking and reporting

SLA compliance assessment and trend analysis

Metrics mapping and performance measurement

Data analysis and interpretation

Dashboard development and data visualization

Proficiency with ITSM platforms such as ServiceNow

Strong analytical and reporting skills

Knowledge of contract structures

Strong written and verbal communication skills

Education

Bachelor's Degree

Master's Degree in Finance or related field

Tools

ServiceNow

Job description

Iron Bow Technologies is seeking a Service Level Management Analyst in Washington, DC to monitor and improve service performance across enterprise IT and telecommunications. The role demands expertise in service level agreements and key performance indicators, ensuring vendor compliance. Responsibilities include analyzing contract-level performance, documenting SLA breaches, and supporting continuous service improvement. Preferred qualifications include a Bachelor’s degree and experience with ServiceNow. The position offers a salary range of $140,000-$160,000 along with comprehensive benefits.