Service Level Manager

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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General Description

CACI is currently looking for a motivated, career and customer-oriented Service Level Manager with Agile methodology experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) Integrated Traveler Initiative II (ITI2) team in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development and hardware integration for the Department of Homeland Security (DHS).

As a member of the ITI2 Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity. CBP Officers and Border Patrol agents are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.

CACI agile programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.

As a member of the Agile PMO, you will play a critical role in planning, monitoring, and controlling all management and technical activities to deliver the overall program and individual projects on schedule, on budget and with the highest quality. The Service Level Manager is responsible for defining and implementing the metrics gathering process for the program, and using the metrics to ensure service delivery meets customer performance requirements (Service Level Agreements – SLAs).

What you’ll get to do:

• Collaborate with the Quality and Performance Manager to develop, maintain, and implement the Performance Plan which defines Key Performance Indicators (KPIs) for program SLAs to ensure that ITI2 products, services, and deliverables meet the program’s goals and objectives

• Define and implement the metric-gathering process for the program including SLAs, KPIs, and control limits

• Define leading metrics to ensure incident response is met and SLAs are resolved

• Analyze and monitor Service Level Agreements (SLAs) and reporting via the IT Service Management System

• Recommend automations for analyzing and reporting data

• Identify short and long term performance trends and identify actionable improvements

• Measure the performance of service delivery against SLAs in real time and coordinate with operations personnel to take action to ensure SLAs are met

• Administer the Problem Management and Corrective Actions processes

• Review captured performance data and interact with performance management to ensure that services and levels are aligned with tactical business requirements

• Periodically review SLAs to ensure they contribute to delivering the customer’s desired outcomes for the services

• Review performance trends and propose changes to SLAs to drive improved service delivery

You have:

• Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to:

  • 3-year check for felony convictions

  • 1-year check for illegal drug use

  • 1-year check for misconduct such as theft or fraud

• College degree (B.S.) in related field (or equivalent work experience) required

• 5-9 years’ total experience with demonstrated experience in evaluating SLAs and how best to measure those requirements against stated service specification goals

• Experience automating measurement and reporting of performance metrics

• Exposure to multiple, diverse technologies and processing environments

• ITIL Foundation certification

You are good at:

• Leadership and team management skills

• Service Level Agreement management skills

• Experience participating in a high performing, highly engaged and motivated PMO

• Operations management skills

• Customer/Cross functional Stakeholders Management Skills and a Service/Quality mindset

• Exceptional interpersonal skills, including teamwork, facilitation, and negotiation

• Excellent analytical and technical skills

• Excellent written and verbal communication skills

Excellent planning and organizational skills

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

 

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$74,600-$156,700

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.