SLA & Service Delivery Architect

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

Benefits offered by this job

Health Care Plan

Retirement Plan (401k/IRA)

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. The role tracks performance, addresses breaches, and drives improvements with cross-functional teams.

You will conduct regular service reviews with customers, develop improvement plans, and ensure SLAs are reflected accurately in the service catalog. English proficiency and a proactive, collaborative mindset are essential.

Qualifications

• Bachelor’s degree required.
• SECRET security clearance or ability to obtain one.
• Excellent communication and self-starter mindset.
• Professional proficiency in English.

Responsibilities

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

Skills

Communication skills

English proficiency

Microsoft Office

Education

Bachelor's Degree

Job description

Avalore, LLC is seeking a Service Level Specialist to design, maintain, and report on SLAs that meet customer commitments. The role tracks performance, addresses breaches, and drives improvements with cross-functional teams.

You will conduct regular service reviews with customers, develop improvement plans, and ensure SLAs are reflected accurately in the service catalog. English proficiency and a proactive, collaborative mindset are essential.