Service Level Manager - Junior

Description

The Service Level Manager - Junior supports SEC Office of Information Technology (OIT) service deliveryobjectivesunder the ISS contract by monitoring service levels and Key Learning Indicators (KLIs) across operational IT services. This role helps ensure service performance is measured consistently using incident and request data in alignment with service level measurement and reporting requirements. The position prepares dashboards and recurring KLI/service-level reports for senior service level managers and stakeholders,identifiestrends and potential issues, and supports corrective actions. The role also coordinates with service desk and technical teams to improve ticket outcomes, documentation quality, and continuous service improvement.

PRIMARY RESPONSIBILITIES:

• Service Level Monitoring and Compliance

• Assistin monitoring and tracking KLI compliance across IT services.

• Validatethat service performance data is captured consistently from incident and request tickets.

• Support compliance tracking for response, resolution, and service quality targets.

• Flag emerging risks, recurring misses, and potential performance issues for escalation.

• May require participation in on-call or surge support activities depending on operational needs

Performance Reporting and Dashboard Support

• Collect and analyze service performance data from ITSM and operational sources.

• Prepare reports and dashboards for senior service level managers and stakeholders.

• Build andmaintaindashboards that present ticket volumes, resolution trends, compliance status, and service health indicators.

• Provide trend analysis and concise recommendations to support management decision-making.

Process Documentation and Improvement

• Support development and maintenance of KLI documentation and reporting procedures.

• Help document service level workflows, measurement logic, and process updates.

• Contribute to process improvement actions that increase data quality and reporting consistency.

• Track corrective actions and follow-up items related toidentifiedservice performance issues.

Cross-Team Coordination and Operational Support

• Coordinate with service desk, operations, and technical teams to improve incident and request handling outcomes.

• Support prioritization and follow-through on tickets affecting service level performance.

• Assistsenior service level managers with stakeholder briefings and status communications.

• Ensure reporting artifacts and updates are delivered on schedule and aligned to SEC ISS expectations.

REQUIRED QUALIFICATIONS:

• This position is restricted to U.S. citizens only. Applicants must not hold dual citizenship with any other country to be eligible for work under this contract

• The ability to obtain andmaintainSEC Public Trust (or higher ifrequired).

• Bachelor's degree in a relevant field and 2+ years of experience in IT service management, service delivery support, or related IT operations functions. Additional years' of experience may be considered in lieu of a degree.

• Working knowledge of ITIL principles, Key Learning Indicators (KLIs), and performance metrics.

• Experience supporting service performance reporting, trend analysis, and cross-team ticket performance improvement.

• Familiarity with IT service management tools (e.g., ServiceNow) and reporting processes

• KLI/service-level metric tracking, validation, and performance reporting

• Dashboard and report preparation for recurring service reviews

• Incident and request trend analysis and potential issue identification

• Documentation of service measurement processes and updates

PREFERRED QUALIFICATIONS:

• ITIL 4 Foundation certification.

• Experience supporting service level management on a federal IT services contract.

• Experience creating automated dashboards and recurring operational reports.

• Familiarity with continuous service improvement practices.

• Experience supporting stakeholder briefings and service performance communications.

• ServiceNow Certified System Administrator (CSA).

• HDI Support Center Analyst.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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