Service Level Manager

Location:

Sterling, Virginia, United States of America

No Clearance

Value & Performance Management Lead

Job Category:
Project and Program Management

Time Type:
Full time

Minimum Clearance Required to Start:
None

Employee Type:
Regular

Percentage of

Travel Required:

Up to 10%

Type of Travel:
Local

CACI is seeking a motivated, customer-oriented Value & Performance Management Lead with Agile experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) team in Northern Virginia. Join a passionate team supporting Agile Software Development and hardware integration for the Department of Homeland Security (DHS).

As part of the ITI2 Team, you will support personnel safeguarding the nation, enhancing security, and promoting prosperity. CBP Officers and Border Patrol agents protect national security daily by integrating customs, immigration, border security, and agricultural activities.

Our agile programs foster innovation, seeking individuals who bring creative solutions to complex technical and procedural challenges at team and portfolio levels. Adaptability and effective collaboration with diverse, geographically dispersed teams are essential.

You will play a critical role in planning, monitoring, and controlling management and technical activities to deliver projects on schedule, within budget, and with high quality. The Service Level Manager defines and implements metrics for program performance, ensuring service delivery meets customer requirements (SLAs).

• Collaborate to develop and implement performance plans with KPIs to meet program goals
• Define and implement metric-gathering processes including SLAs and KPIs
• Establish leading metrics for incident response and SLA resolution
• Analyze and report on SLAs via the IT Service Management System
• Recommend automation for data analysis and reporting
• Identify performance trends and suggest improvements
• Monitor service performance in real-time and coordinate actions to meet SLAs
• Manage Problem Management and Corrective Actions processes
• Review performance data and align services with business needs
• Periodically review and update SLAs for optimal service delivery

• U.S. Citizenship and ability to pass CBP background check, including checks for felony convictions, illegal drug use, misconduct
• College degree in a related field or equivalent experience
• 5-9 years of experience evaluating and measuring SLAs
• Experience automating performance metrics measurement and reporting
• Exposure to diverse technologies and environments
• ITIL Foundation certification

• Leadership and team management skills
• Service Level Agreement management skills
• Experience in high-performing, motivated PMOs
• Operations management skills
• Stakeholder management and service quality mindset
• Interpersonal, analytical, technical, and communication skills
• Excellent planning and organizational skills

We foster a culture of integrity, trust, continuous growth, and limitless potential. Our employees enjoy a flexible environment, comprehensive benefits, and opportunities to support national security missions while advancing their careers.

Salary range: $94,400 - $198,200, influenced by location, experience, skills, and certifications. Benefits include healthcare, wellness, retirement, education, and time off. Learn more about our benefits here.

We are an Equal Opportunity Employer, considering all qualified applicants without discrimination.

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