SLA Performance Architect (Secret Clearance)

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

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