The Service Level Specialist will design, maintain, and report on Service Level Agreements (SLAs) to meet customer commitments. This person will track performance and recommend service delivery improvements. This person will establish and monitor SLAs, working with stakeholders to define appropriate service levels. This person will develop and implement SLA measurement and reporting processes. This person will regularly analyze SLA performance data, identifying trends and areas for improvement. This person will work with technical teams to address service level breaches and implement corrective actions. This person will conduct regular service reviews with customers, presenting SLA performance and discussing any issues or concerns. This person will develop and maintain service improvement plans based on SLA performance and customer feedback. This person will collaborate with the service catalog manager to ensure SLAs are accurately reflected in the service catalog. This person will stay informed about industry standards and best practices in service level management.
Requirements
- SECRET Security Clearance Required
- We are actively seeking multiple levels:
- Junior: 0 - 3 years of experience + Bachelor's Degree
- Journeyman: 4 - 7 years of experience + Bachelor's Degree
- Senior: 8+ years of experience + Bachelor's Degree
- Good communication skills, self-starter mindset.
- Professional proficiency in English is required.
- Demonstrated proficiency in using all Microsoft Office applications.
- Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position.
Work Environment:
- Moderate noise (i.e. business office with computers, phone and printers) and /or occasional Loud noise (airfield, large equipment).
- Ability to sit at a computer terminal for an extended period of time.
Physical Demands:
- While performing the responsibilities of the job, the employee is required to sit, stand, talk, and hear.
- Employee is often required to sit and use their hands and fingers to operate a computer.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel:
- Up to 10%/ Occasional travel.
Avalore will provide reasonable accommodations to applicants who are unable to utilize our online application system due to a disability. Please send your request to hr@avalore.ai.
Avalore is an Equal Opportunity Employer - We not discriminate based on age, race, national or ethnic origin, gender, veterans status, disability, sexual orientation, gender identity or any other legally protected class. Applicants have rights under Federal Employment Laws.
Benefits
Eligibility requirements apply.
- Employer Contributions to Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA) with a generous matching program
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Employee Assistance Program
- Salary at Avalore is determined by various factors, including but not limited to location, the individual's particular combinaition of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements.
- Salary estimates for this job range from $67,000 - $117,000.