Service Level Specialist

Service Level Specialist

Arlington, VA At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward!

Job Description

The Service Level Specialist will design, maintain, and report on Service Level Objectives (SLOs) to meet customer commitments. The specialist will track performance and recommend service delivery improvements. This role will establish and monitor SLOs, working with stakeholders to define appropriate service levels. They will develop and implement SLO measurement and reporting processes as well as regularly analyze SLO performance data, identifying trends and areas for improvement. The specialist will work with technical teams to address service level breaches and implement corrective actions. This role will conduct regular service reviews with customers, presenting SLO performance and discussing any issues or concerns. They will develop and maintain service improvement plans based on SLO performance and customer feedback. The specialist will collaborate with the service catalog manager to ensure SLOs are accurately reflected in the service catalog. This person will stay informed about industry standards and best practices in service level management.

Must Have:

• A Bachelor's degree (or equivalent experience)
• At least 4 years of experience tracking, reporting on, and improving SLOs in a technical organization
• Strong customer and service management experience

Security Clearance:

• Active Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

$135,200 - $278,500 USD

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement. Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

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