Performance Management Specialist

Ardent Eagle Solutions•Washington, DC

About The Position

The Performance Management Specialist leads organizational performance measurement activities by defining, tracking, and analyzing service delivery metrics across internal teams and external vendors. This role transforms performance data into actionable insights, supports the development and review of Service Level Agreements (SLAs), and ensures compliance with defined Key Performance Indicators (KPIs). The position serves as a subject matter expert in performance governance and continuous service improvement. Background Ardent Eagle Solutions is a mission-focused government contracting firm providing professional, administrative, and technical support services to federal agencies. The company delivers steady, reliable execution across diverse programs, supporting clients in achieving operational excellence while maintaining compliance, integrity, and accountability. Ardent Eagle Solutions is committed to building high-performing teams, fostering a culture of professionalism and collaboration, and delivering responsive support aligned with customer mission requirements. Through disciplined processes and a people-centered approach, AES partners with government agencies to provide scalable, compliant, and results-driven solutions.

Requirements

Approximately four (4) years of experience in performance management, SLA governance, or service delivery analytics.
Demonstrated experience defining and monitoring KPIs and SLAs.
Experience developing dashboards and performance visualizations.
Strong analytical and problem-solving skills.
Ability to interpret performance data and recommend corrective actions.
Experience consulting with clients or stakeholders on service improvement initiatives.
Strong written and verbal communication skills.
Ability to manage multiple service metrics across diverse functional areas.

Responsibilities

Lead performance measurement activities across multiple service areas and vendors.
Track and monitor service delivery metrics to ensure alignment with established KPIs and SLAs.
Define KPIs during initial development and revision of SLAs.
Serve as a subject matter expert during SLA review and revision processes.
Compile and disseminate performance reports to relevant stakeholders.
Transform performance data into clear visualizations and dashboards.
Continuously monitor internal and external KPIs to assess service health.
Identify trends, spikes, or drop-offs in service delivery metrics.
Take corrective action or coordinate remediation efforts when performance deviations occur.
Document and validate changes and amendments to SLAs.
Notify stakeholders of SLAs at risk of breach or currently in breach.
Consult with clients and internal stakeholders to recommend performance improvements and prioritization strategies.