Service Level Agreement Specialist

Peraton

. Monitor, analyze, and report SLA, SLO, and KPI performance metrics to senior leadership .

Posted 10/1/2026full-timeUnited StatesSeniorLead💰 $104,000 - $166,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SLA and SLO management, including performance analysis, corrective action implementation, and reporting. Proficient in advanced data analysis and visualization tools to support service delivery objectives and stakeholder communication.

Highest-signal resume keywords

SLA ManagementAdvanced Microsoft ExcelServiceNow IT Service ManagementITIL Incident Lifecycle ManagementData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA ManagementData AnalysisTrend AnalysisReport DevelopmentDashboard DevelopmentProcess DocumentationCorrective Action PlansPerformance MetricsRoot Cause AnalysisService Performance Improvement

Soft Skills

Strong Communication SkillsCollaborationTraining DevelopmentStakeholder InteractionLeadership Support

Tools & Technologies

ServiceNowSharePointGrafanaPower BITableau

Certifications & Qualifications

ITIL v4 IntermediateProject Management Professional (PMP)

Industry Keywords

Federal Government ProgramAward Fee ContractIT Service DeliverySLA Workshop ManagementPerformance Metrics Reporting

Tech Stack

Tools & technologies

GrafanaITSMPMPServiceNowTableau

About the role

Key responsibilities & impact

Monitor, analyze, and report SLA, SLO, and KPI performance metrics to senior leadership
Identify trends, root causes, and risks affecting SLA and SLO targets and recommend corrective actions
Validate reported metrics and resolve calculation or reporting discrepancies with reporting teams and SLA/SLO owners
Develop and maintain strategic improvement plans for underperforming SLAs and SLOs
Collaborate with technical and business teams to drive continuous service improvements
Coordinate with Peraton and government leadership on performance issues, corrective actions, and SLA strategy
Serve as liaison between technical teams, reporting teams, and customer stakeholders, including FEDSIM
Test and validate new or modified reports and dashboards for data integrity
Provide requirements and guidance for report and dashboard development
Deliver customized training and documentation supporting SLA and SLO management processes and service targets
Support future SLA, SLO, and KPI development by analyzing customer priorities and historical performance data
Host and manage biannual SLA Workshop meetings and breakout sessions
Partner across operations, engineering, program management, asset management, and acquisition teams to support service delivery objectives

Requirements

What you’ll need

Bachelor’s degree and 8 years of experience, or a Master’s degree and 6 years of experience, or an Associate’s degree and 10 years of experience, or a High School Diploma/Equivalent and 12 years of experience
U.S. citizenship
Active SECRET Government Security Clearance
Minimum of two years of experience leading or supporting SLA management within an IT service delivery organization
Minimum of two years of advanced Microsoft Excel experience, including Pivot tables and trend analysis
Minimum of two years of analyzing data to identify root causes and performance trends affecting SLA compliance
Understanding of the ITIL Incident Lifecycle Management process
Experience collaborating with technical teams to implement corrective actions and improve service performance
Experience testing and validating reports and dashboards in SharePoint, ServiceNow, or other systems
Ability to define reporting requirements and support dashboard development
Strong communication skills with the ability to interact effectively with senior leadership and government stakeholders
Experience developing process documentation, SOPs, corrective action plans, presentations, and status reports
ITIL v4 Intermediate certification or higher (desired)
Project Management Professional (PMP) certification (desired)
Previous program management experience (desired)
Two or more years of experience with ServiceNow IT Service Management Incident Management (desired)
Experience with ServiceNow modules including CMDB, Service Request Management, and Problem Management (desired)
Experience with the ServiceNow SLA module (desired)
Experience developing reports, data visualizations, and dashboards within ServiceNow (desired)
Award fee contract experience (desired)
Federal government program experience (desired)
Experience with Grafana, Power BI, and Tableau (desired)

Benefits

Comp & perks

Potential eligibility for overtime
Potential eligibility for shift differential
Potential eligibility for discretionary bonus
Fully remote work arrangement, subject to occasional onsite meetings, training, or customer support activities
Flexible core work schedule
Equal opportunity employment, including disability and protected veteran protections