SLA Manager

Our client is currently seeking a SLA Manager to work fully onsite in NW Washington, DC. Key Responsibilities:Advise the client on application development best practices and lead prioritization discussions.Develop and maintain program strategic framework and manage feedback for continuous improvement.Assess complex processes and identify opportunities for the use of advanced analytics and process automation.Engage with client organizations to identify performance metrics for translation into a reporting system.Implement analytic and automation process improvements and monitor their success.Engage with stakeholders on the results of data analysis and guide through next steps.Participate in daily Scrum meetings to provide status updates on assigned tasks.Work with clients to define and track key performance indicators (KPIs) and performance metrics.Develop dashboards and reports to enable data-driven decision-making at all levels of the client’s organization.Manage onboarding and update activities for client pipeline.Develop documentation and training programs (job aids, user guides, live demonstrations) to train client personnel on developed analytic and automation solutions and encourage adoption.Continuously solicit and respond to feedback to ensure that developed solutions address client needs.Develop data processing and validation scripts to prepare data for downstream reporting, validate data quality, and reconcile identified issuesWhat You Will Need:Active Secret level clearance (or Top Secret)Bachelor’s DegreeFIVE (5) or more years of relevant experience in data science, analytics, process automation, business analysisReport to client site in Washington, DC, as instructed by stakeholderExpert skills in stakeholder management.Proficiency in managing application development backlog and working with product owner on defining and prioritizing requirements.Strong communication/presentation skills and ability to explain technical topics to non-technical audiences.Ability to design and deliver solutions independently and work collaboratively as part of a team.Strong consulting skills: identifying and addressing client needs, building relationships, and driving initiatives forward.Working knowledge of Tableau dashboards.Working knowledge of SharePoint site management.What Would Be Nice To Have:Knowledge/familiarity with IT mission in the Federal spaceExperience in managing ServiceNow custom application developmentExperience with JIRA/Atlassian toolsExperience with Business Process Improvement or advising customers on how to optimize process through data modernization

Created: 2025-11-20