Service Level Manager

Service Level Manager

TekSynap is seeking a Service Level Manager (SLM) to support our client in Arlington, VA. The SLM will be responsible for managing and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across multiple IT service towers. This role requires a proactive leader with strong analytical, communication, and ITIL-aligned service management skills.

Responsibilities include:

• Monitor SLA compliance and ensure adherence to contractual performance metrics.
• Develop and maintain dashboards to track critical SLAs and KPIs; ServiceNow experience is a plus.
• Generate monthly, quarterly, and annual SLA performance reports.
• Coordinate with team leads across service towers to ensure high-quality service delivery.
• Conduct trend analysis and identify areas for improvement.
• Develop and implement Service Improvement Plans (SIPs) for failing SLAs.
• Present exemption requests to the client when SLA failures occur due to extenuating circumstances.
• Support strategic planning and continuous improvement initiatives.
• Maintain documentation and auditable reporting processes for SLA management.

Required qualifications:

• 2+ years of experience managing SLAs for IT Operations.
• 3+ years of experience in leadership roles for Service Desk, Data Center, or Network teams.
• ServiceNow ITSM/ITOM experience.
• ITIL v4 Foundation Certification (or ability to obtain within 90 days of hire).
• Strong analytical and reporting skills; experience with dashboards and KPI tracking.
• Excellent communication skills for client and stakeholder engagement.
• U.S. Citizenship required.
• Ability to obtain and maintain a Public Trust clearance.

Preferred qualifications:

• Experience supporting federal clients.
• Proven ability to lead cross-functional teams in a high-demand environment.

Work environment and physical demands:

• Location: Arlington, VA
• Type of environment: Hybrid
• Work schedule: Schedule is day shift Monday Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

Physical demands:

• While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work authorization/security clearance:

Must be able to successfully obtain Public Trust

Other information:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.