Service Level​/Capacity Manager

Service Level/Capacity Manager

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Service Level/Capacity Manager to support KITS and our government customer Washington, DC. This position is hybrid, requires 3 days onsite. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag IT Systems, a Koniag Government Services company, is seeking an experienced Service Level & Capacity Manager to support a comprehensive enterprise IT operations and support engagement for a federal government customer. This role serves as the primary owner of the enterprise service level management and capacity management practices, ensuring that all contracted IT services are delivered in accordance with established service level objectives, that performance is continuously measured and reported, and that the enterprise IT environment maintains sufficient capacity to meet current and future demand across a geographically distributed hybrid on-premises and cloud infrastructure.

The Service Level & Capacity Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice and works in close coordination with the Program Manager, Incident Manager, NOC and Service Desk teams, network engineering, infrastructure and platform operations, and Government stakeholders to ensure transparent, data-driven service performance management and proactive capacity planning. This individual plays a central role in driving continual service improvement through rigorous performance measurement, trend analysis, forecasting, and the identification of capacity constraints and optimization opportunities across all functional areas.

The ideal candidate is an analytically driven and operationally experienced ITSM professional with a strong background in service level management, capacity planning, performance reporting, and federal IT operations environments. This individual must possess the ability to translate complex operational data into clear, actionable insights for both technical teams and senior Government stakeholders, and to manage competing service performance obligations across a large, diverse enterprise IT portfolio.

This position requires the ability to obtain and maintain a background investigation, HSPD-12 PIV credentials, and applicable IT access authorizations prior to performing work. This position may be performed primarily at customer Headquarters in Washington DC and approved remote/telework locations.

The Service Level & Capacity Manager is responsible for owning and managing the enterprise service level management and capacity management practices in accordance with ITIL 4 best practices and service management requirements. This individual ensures that all service level objectives (SLOs) and service level agreements (SLAs) are clearly defined, consistently monitored, accurately reported, and continuously improved across all functional areas of the engagement.

Concurrently, this individual is responsible for proactive capacity planning, demand management, and performance forecasting to ensure the enterprise IT infrastructure and service delivery teams maintain the capacity required to meet current obligations and support future growth.

Principal responsibilities will include but are not limited to:

Service Level Management:

• Own and manage the enterprise service level management practice, serving as the primary point of accountability for SLA and SLO definition, monitoring, reporting, breach management, and continual improvement across all contracted functional areas.
• Establish, maintain, and communicate service level definitions, measurement methodologies, reporting cadences, and acceptable quality levels for all performance objectives defined in the contract.
• Monitor all service level metrics in real time using the Government's ITSM platform, monitoring dashboards, and supporting analytics tools, proactively identifying SLA breach risks…