Key Responsibilities:

Monitor Service Level Agreements (SLAs) to ensure successful execution by contractor team; work with program leadership to implement corrective actions prior to SLA failure.
• Analyze and document unmet SLAs by the contractor to include the reason and dependencies, root cause, impact and effect on program performance, systems, and users.
• Created and maintain an exception list and justification for ticket types that should not be included in SLA performance calculations.
• Meet monthly with USAID management to review SLA performance, as part of the monthly program review.
• Lead and manage the implementation of all contract Service Level Agreements across areas of the contract; work with program leadership, stakeholders, and customer to ensure contract deliverable meet define service level objectives.
• Participate in annual SLA reviews with program leadership and the customer to adjust as needed so they are purposeful and measurable.
• Draft Monthly Program Status Report providing detail status of all SLAs.
• Provide detailed monthly performance reports for each response operations SLA, to include raw databased reports and the identification and explanation of anomalies that caused changes in data or SLA performance.

*Contingent on Contract Award*

Basic Qualification:

• U.S. Citizen; eligible for a DOD Secret Clearance.
• Bachelor's degree with 5 to 7 years, or master's degree with 3 to 5 years, or PhD with 0 to 2 years experience is required.
• Must have experience in leading and working with stakeholders to implement SLAs across all contract performance areas.
• Must have experience with ServiceNow or other ITSM tools.

Preferred Qualification:

• Active Secret Security Clearance.
• ITIL v.4 Certification

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.