SLA Manager/Lead

4 weeks ago

Washington, Washington, D.C., United States AT&T Full time

Job Title: SLA Manager/Lead

Job Summary:

AT&T is seeking a highly skilled SLA Manager/Lead to join our team. The successful candidate will be responsible for ensuring the measurement, reporting, and enhancement of service quality for a significant IT services contract.

Key Responsibilities:

  • Accountable for the entire Service Level Performance process.
  • Root Cause Analysis, Auditing, and Risk Management.
  • Collaborate closely with Program Management, Service Owners, and Service Delivery to set, maintain, and modernize clear, business-driven service level targets.
  • Interact with other service providers to ensure comprehensive service delivery in line with established service level targets.
  • Work within the service delivery organization to manage and improve performance against these targets, establishing critical success factors and key performance indicators necessary for managing service levels effectively.
  • Manage a highly focused SLA Performance team of analysts and metric reporting members.
  • Define, document, and monitor IT service level agreements (SLAs).
  • Detail specific aspects and measurements of SLAs.
  • Communicate the scope of support covered and not covered by specific service agreements.
  • Develop processes and deliverables for specifying and implementing SLAs.
  • Participate in service level reviews and identify common problems and issues.
  • Provide examples of industry and company-specific high- or low-quality service contracts.
  • Communicate the benefits and challenges of various service classes and associated SLAs.
  • Monitor and investigate operational issues, service disagreements, and resolution of disputes; coordinate the implementation of improvements.
  • Evaluate multi-service agreements and the interdependencies of different service offerings.
  • Lead the identification, collection, analysis, storage, and reporting of relevant metrics across the program.
  • Guide data analysts and oversee tasks performed by contractors, vendors, or partners.
  • Direct the research, recommendation, documentation, and implementation of changes to processes, procedures, and systems to enhance service delivery.
  • This is a supervisory job with responsibility to plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance, and ensuring compliance with company and regulatory policy.

Requirements:

  • 15 years of experience in a related field, which may be a combination of work history and education.
  • A master's degree is equivalent to 6 years of experience, a bachelor's degree is equivalent to 4 years of experience, and an associate's degree is equivalent to 2 years of experience.
  • Excellent written and verbal communication skills, strong interpersonal skills, exceptional leadership and teamwork abilities, results-oriented, and self-motivated.
  • Working experience with ServiceNOW, proficiency with Microsoft Excel and other MS Office tools.

Preferred Qualifications:

  • ITIL Foundations v3 or v4 certification.
  • PMP, Six Sigma, or similar certifications.

Benefits:

  • Medical/Dental/Vision coverage.
  • 401(k) plan.
  • Tuition reimbursement program.
  • Paid Time Off and Holidays.
  • Paid Parental Leave.
  • Paid Caregiver Leave.
  • Additional sick leave beyond what state and local law require may be available but is unprotected.
  • Adoption Reimbursement.
  • Disability Benefits (short term and long term).
  • Life and Accidental Death Insurance.
  • Supplemental benefit programs: critical illness/accident hospital indemnity/group legal.
  • Employee Assistance Programs (EAP).
  • Extensive employee wellness programs.
  • Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available), and AT&T phone.

Work Environment:

Columbia, Maryland.

AT&T is an equal employment opportunity employer and provides reasonable accommodations for qualified individuals with disabilities.

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