Service Level Specialist

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

Benefits offered by this job

Health Care Plan

401k/IRA with matching

Life Insurance

Paid Time Off

Short Term & Long Term Disability

Training & Development

Employee Assistance Program

Job summary

Avalore, LLC is seeking a Service Level Specialist to design, maintain, and report on SLAs, ensuring commitments to customers are met. You will track performance, propose improvements, and define service levels with stakeholders.

The role involves implementing SLA measurement/reporting processes and addressing breaches with technical teams. You will conduct regular SLA reviews with customers, develop improvement plans, and keep SLAs aligned with the service catalog, while staying current with

Qualifications

• Bachelor’s Degree is required.
• Experience levels vary: Junior 0–3 yrs, Journeyman 4–7 yrs, Senior 8+ yrs with a degree.
• Strong communication and self-starting mindset are essential.
• Professional proficiency in English is required.
• Applicants must be authorized to work in the US without sponsorship.

Responsibilities

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

Skills

SLA design

SLA reporting

Performance analysis

Stakeholder collaboration

MS Office

English proficiency

Communication skills

Education

Bachelor's Degree

Job description

The Service Level Specialist will design, maintain, and report on Service Level Agreements (SLAs) to meet customer commitments. This person will track performance and recommend service delivery improvements. This person will establish and monitor SLAs, working with stakeholders to define appropriate service levels. This person will develop and implement SLA measurement and reporting processes. This person will regularly analyze SLA performance data, identifying trends and areas for improvement. This person will work with technical teams to address service level breaches and implement corrective actions. This person will conduct regular service reviews with customers, presenting SLA performance and discussing any issues or concerns. This person will develop and maintain service improvement plans based on SLA performance and customer feedback. This person will collaborate with the service catalog manager to ensure SLAs are accurately reflected in the service catalog. This person will stay informed about industry standards and best practices in service level management.

• SECRET Security Clearance Required
• We are actively seeking multiple levels:
  • Junior: 0 - 3 years of experience + Bachelor’s Degree
  • Journeyman: 4 - 7 years of experience + Bachelor’s Degree
  • Senior: 8+ years of experience + Bachelor’s Degree
• Good communication skills, self-starter mindset.
• Professional proficiency in English is required.
• Demonstrated proficiency in using all Microsoft Office applications.
• Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position.

Work Environment:

• Moderate noise (i.e.business office with computers,phoneand printers) and /or occasional Loud noise (airfield, large equipment).
• Ability to sit at a computer terminal for an extended period of time.

Physical Demands:

• While performing the responsibilities of the job, the employeeis required tosit, stand, talk, andhear.
• Employee isoften required to sit and use their hands and fingers tooperatea computer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel:

• Up to 10%/ Occasionaltravel.

Avalore will provide reasonable accommodations to applicants who are unable toutilizeour online application system due to a disability.

Avalore is an Equal Opportunity Employer - Wenot discriminatebased on age, race, national or ethnic origin, gender,veteransstatus, disability, sexual orientation, gender identity or any other legally protected class. Applicants have rights under Federal Employment Laws.

Eligibility requirements apply.

• Employer Contributions to Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) with a generous matching program
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Employee Assistance Program
• Salary at Avalore is determined by various factors, including but not limited to location, the individual’s particular combinaition of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements.
• Salary estimates for this job range from $67,000 - $117,000.