Service Level Manager

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.                                                                                                                                               BS + 6 years                   NONE                        Secret                           NONE    THE OPPORTUNITYThe Service Level Management Analyst is responsible for monitoring, analyzing, and improving service performance across enterprise IT and telecommunications environments. This role serves as a subject matter expert (SME) for Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring vendor compliance with contractual requirements and supporting continuous service improvement. The position requires close coordination with internal teams, vendors, and government stakeholders to align service delivery with mission objectives.Preferred location: Maryland, DC and VirginiaHOW YOU’LL MAKE AN IMPACT Track, analyze, and report on contract-level SLAs and KPIs across enterprise IT and telecommunications servicesServe as SME for SLA measurement, including mapping metrics from monitoring and validation tools to vendor commitments and identifying trends in non-complianceDocument and report SLA breaches; support service credit requests and coordinate resolution of performance issues with vendors and internal stakeholdersDefine, document, and continuously improve internal service levels and customer-facing performance measuresDevelop dashboards, reports, and visualizations to communicate SLA performance, trends, breaches, and corrective actions to leadership and stakeholdersIntegrate SLA and performance data into IT Service Management (ITSM) platforms (e.g., ServiceNow) to support alerting, reporting, and visibilitySupport large-scale service requests, service planning, pricing reviews, and Task Order modifications, including CLIN and pricing structure analysisReview service order forms, vendor pricing, and performance data to ensure accuracy, traceability, and alignment with contractual requirementsMaintain comprehensive documentation of SLA metrics, breaches, corrective actions, SOPs, and reporting (e.g., WAR/MSR) in a regulated environmentCoordinate with government, carriers, vendors, finance, and project management stakeholders to ensure service performance aligns with mission and contract requirementsSKILLS THAT DRIVE SUCCESSService Level Agreement (SLA) Monitoring and AnalysisKey Performance Indicator (KPI) Tracking and ReportingVendor Performance ManagementSLA Compliance Assessment and Trend AnalysisMetrics Mapping and Performance MeasurementData Analysis and InterpretationDashboard Development and Data VisualizationProficiency with ITSM platforms such as ServiceNowStrong analytical and reporting skills, including experience with dashboards and data visualization toolsKnowledge of contract structures, including CLINs and pricing modelsAbility to manage multiple stakeholders and prioritize competing requirementsStrong written and verbal communication skillsUS Citizen, Secret clearance eligibilityWHAT SETS YOU APARTMaster's Degree in Finance or related fieldExperience with USDAServiceNow experienceSecret clearanceWHY YOU’LL LOVE ITYou will be part of a company that is growing quickly and values your voice, ideas, and experienceYou will be a key contributor to Iron Bow’s transformational shift in how we deliver value to both customers and employees.You will have the pleasure of working with passionate professionals in a culture that fosters a workplace where everyone feels respected, supported and empowered to succeed.Compensation and Benefit Information:  The salary range for this position is $140,000-160,000. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.At Iron Bow, we invest in our people and their success. We offer a comprehensive benefits package that may include medical, dental, and vision coverage, a 401(k) plan, paid time off, and additional wellness and financial benefits. An overview of our benefits is available on our careers page.  OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENTIron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.  All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.