AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Department of Defense. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers' mission.
RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.
AT&T has an opening for a SLA Manager/Lead who will work to ensure the measurement, reporting and enhancement of service quality for a significant IT services contract.
Description of Job Duties/Responsibilities:
Will be accountable for the entire Service Level Performance process.
Root Cause Analysis, Auditing and Risk Management.
Collaborate closely with Program Management, Service Owners and Service Delivery to set, maintain, and modernize clear, business-driven service level targets.
Interact with other service providers to ensure comprehensive service delivery in line with established service level targets.
Work within the service delivery organization to manage and improve performance against these targets, establishing critical success factors and key performance indicators necessary for managing service levels effectively.
Manage a highly focused SLA Performance team of analysts and metric reporting members.
Define, document and monitor IT service level agreements (SLAs).
Detail specific aspects and measurements of SLAs.
Communicate the scope of support covered and not covered by specific service agreements.
Develop processes and deliverables for specifying and implementing SLAs.
Participate in service level reviews and identify common problems and issues.
Provide examples of industry and company-specific high- or low-quality service contracts.
Communicate the benefits and challenges of various service classes and associated SLAs.
Monitor and investigate operational issues, service disagreements, and resolution of disputes; coordinate the implementation of improvements.
Evaluate multi-service agreements and the interdependencies of different service offerings.
Lead the identification, collection, analysis, storage, and reporting of relevant metrics across the program.
Guide data analysts and oversee tasks performed by contractors, vendors, or partners.
Direct the research, recommendation, documentation, and implementation of changes to processes, procedures, and systems to enhance service delivery.
This is a supervisory job with responsibility to plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance and ensuring compliance with company and regulatory policy.
Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)
Required Qualifications: Fifteen (15) years of experience which may be a combination of work history and education. A master's degree is equivalent to 6 years of experience, a bachelor's degree is equivalent to 4 years of experience and an associate's degree is equivalent to 2 years of experience. The degree must be in Computer Science, Information Assurance, Information Security System Engineering, or related discipline from an accredited college or university.
Excellent written and verbal communication skills, strong interpersonal skills, exceptional leadership and teamwork abilities, results-oriented and self-motivated.
Working experience with ServiceNOW, proficiency with Microsoft Excel and other MS Office tools
Desired Qualifications:
ITIL Foundations v3 or v4 certification
PMP, Six Sigma, or similar certifications
Ready to join our team? Apply Today!
Our SLA Manager/Lead (PjM4) (Government) earns between $98,100 - $180,100 yearly. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and benefits:
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected • Adoption Reimbursement
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
Weekly Hours: 40
Time Type: Regular
Location: Columbia, Maryland
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.