Service Level Manager - Junior

Leidos

1d•Onsite

About The Position

The Service Level Manager - Junior supports SEC Office of Information Technology (OIT) service delivery objectives under 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, identifies trends 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.

Requirements

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 and maintain SEC Public Trust (or higher if required).
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

Nice To Haves

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.

Responsibilities

Assist in monitoring and tracking KLI compliance across IT services.
Validate that 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
Collect and analyze service performance data from ITSM and operational sources.
Prepare reports and dashboards for senior service level managers and stakeholders.
Build and maintain dashboards that present ticket volumes, resolution trends, compliance status, and service health indicators.
Provide trend analysis and concise recommendations to support management decision-making.
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 to identified service performance issues.
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.
Assist senior service level managers with stakeholder briefings and status communications.
Ensure reporting artifacts and updates are delivered on schedule and aligned to SEC ISS expectations.