Job Description: Responsibilities include: Overseeing the collection, reporting, and analysis of SLA m...
Job Description: Responsibilities include: Overseeing the collection, reporting, and analysis of SLA metrics responsible for monthly and ad hoc reporting for Senior Management and the Client. Identifying and coordinating changes and integrating to exceed customer expectations and meet SLA levels. Identifying metrics to be used to measure SLA across IT Service spectrum Leading the efforts and process to gather and create ITSM Process requirements or process improvements Leading process benchmarking to ensure fit for purpose and best in class process delivery / execution Acting as the supportive source of knowledge for SLA Works with operational and engineering organizations to implement SLA metrics. Supporting analysis of ITSM Process execution, efficiency, effectiveness, and process management activities Working with process owners to implement and deploy changes Leading the escalation / communication of risks and issues as appropriate Required Skills, Experience, and Education: Candidate must have a Bachelor's Degree and 10 years of experience Required Clearance: Active TS/SCI, with CI Poly.