• SLA Manager with TS/SCI Clearance - NGA ITEMS DCS

    Job Locations US-VA-Springfield
    Job ID
    # of Openings
    Clearance Requirement
    Education Requirement
    Bachelor's Degree
    Experience Level
    8570 Compliant
  • Overview

    SMS is a fast growing, veteran-owned business that's has supported Federal Government's IT initiatives for over four decades.  We work side-by-side with our Federal clients as a trusted, long-term partner to offer innovative advice and leadership to solve their most pressing and complex problems. We orchestrate people, strategies, technologies and best-of-breed business processes. The SMS advantage in management and technology consulting includes deep domain expertise in complex networking design and unifying communities of interest. 


    We have strong capabilities in design & build, planning, governance, quality management, security, analytics, virtualization, operations and business process improvement. For 40 years, SMS has brought customer satisfaction to Federal clients and formed lasting alliances with leading technology companies and talented small businesses to deliver joint, leading-edge, cost-effective services and products. 

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    Designs and defines system architecture for new or existing computer systems.



    1. Performs complex systems development and design work that may include logic design, I/O design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, and analog or digital systems engineering.


    2. Performs systems modeling, simulation, and analysis.


    3. Participates in the upgrading of operating systems and design of systems enhancements.


    4. Provides input for documentation on new or existing systems.


    5. Develops and conducts tests to ensure systems meet documented user requirements.


    6. Identifies, analyzes, and resolves system problems.


    7. Provides system/equipment/specialized training and technical guidance.


    8. Determines system specifications, input/output processes, and working parameters for hardware/software compatibility.


    9. May provide guidance and work leadership to less-experienced systems engineers.


    10. Maintains current knowledge of relevant technology as assigned.


    11. Participates in special projects as assigned.


    Job Responsibilities:


    The role of the SLA manager is to ensure all Data Center program Service Level Agreements (SLA's) are designed and delivered according to the Performance Work Statement (PWS). This includes developing, managing, and reporting SLA performance in accordance with data center service technical managers, business office, and the customer Program Management Office (PMO). Demonstrated experience with ITSM tools is required. Must be comfortable briefing SLA performance and issues to a wide audience of technical and non-technical decision makers and consumers of SLA performance information. The successful candidate will brief SLA Performance at weekly, monthly, and quarterly management reviews.

    Performs complex systems development and design work that may include logic design, I/O design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, and analog or digital systems engineering.

    1. Develop SLA worksheets to identify requisite information for consideration in developing the methods, measures and metrics of each SLA
    2. Establish algorithm(s) for calculating each SLA metric.
    3. Identify negative conditions or exclusions that should not be factored in performance calculations
    4. Evaluate each SLA for appropriateness, suitability and achievability
    5. Recommend changes to current or notional SLAs to better meet customers directed or implied expectations while in accordance with the PWS
    6. Work with respective service lanes throughout the development and operational lifecycle, including ticket management staff
    7. Work with external programs managing automated tools sets as part of the solution
    8. Identify tools for data collection and reporting of SLA metrics. If tools are not available in the enterprise, make recommendations with internal staff for purchase
    9. Competent with Microsoft products, i.e., Word, PPT, Visio, Excel and etc.
    10. Knowledgeable of monitoring and management techniques of IT systems, including data capture, extraction analysis and reporting
    11. Comfortable briefing technical and non-technical customers with varying levels of knowledge
    12. Able to create reports in visualized forms




    Bachelors Degree in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training, or work/military experience.


    5-8 years of related systems engineering experience.


    2-5 years’ experience related to SLA development and management


    SMS is an Equal Opportunity Employer. 


    SMS is a veteran-owned network integrator established in 1976.  With an employee retention rate averaging over 5 years, our ability to hire quality people and retain them in a rapidly evolving IT market proves why we are a world-class information technology company. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices. As a result, SMS is proud to be ISO 9001:2008 Registered and a CMMI Level 3 certified company, ensuring that we continue to meet and exceed the expectations of our customers, partners and employees.  


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