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Sla Management Jobs (NOW HIRING)

ActioNet

Program Manager

Rockville, MD · On-site

$160K - $220K/yr

Performance metrics and SLA management Key Competencies * Executive leadership * Stakeholder engagement * Risk and performance management * Strategic execution

ActioNet

Program Manager

Rockville, MD · On-site

Performance metrics and SLA management Key Competencies * Executive leadership * Stakeholder engagement * Risk and performance management * Strategic execution

Vertin

Service Desk Lead

Wahpeton, ND · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

3B Staffing LLC

Sr. IT Product Manager

Richardson, TX · Hybrid

$114K - $151K/yr

Vendor / SLA management. * Ability to influence. * Proactively addresses problems and escalates appropriately. * Teamwork and collaboration. * Ability to tie together solutions across systems.

Carrier

$143 - $286/hr

Performance, safety & SLA*** Own subcontractor performance scorecards, safety and SLA management; drive on-time delivery and resolve escalations.**Leadership & cross-functional*** Coach and develop ...

Vertin

Service Desk Lead

Edina, MN · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

Vertin

Service Desk Lead

Wahpeton, ND · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

Mission First

SLA Ticket Auditor

Columbia, MD · On-site

Description: The job duties of the SLA Ticket auditor are as follows: * Gather, process, and ... Work with the service delivery organization and service managers to manage performance against ...

SmartRent

Director, Customer Service

Phoenix, AZ · Hybrid

Own vendor relationships for outsourced/offshore customer service operations, including SLA management, QA oversight, and performance reporting. Department Oversight: * Supervise the performance of ...

Sikich LLP

Engagement Manager

Sacramento, CA · On-site

$175 - $200/hr

Minimum 4 years of experience performing schedule management, risk management, service level agreement (SLA) management, and problem/issue management. * Minimum 1 year of experience supporting cloud ...

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Sla Management information

See salary details

$39K

$87.9K

$140.5K

How much do sla management jobs pay per year?

As of Sep 5, 2026, the average yearly pay for sla management in the United States is $87,853.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,000.00 and $107,500.00 per year, depending on experience, location, and employer.

What is SLA management?

SLA Management refers to the process of defining, monitoring, and managing Service Level Agreements (SLAs) between service providers and clients. It ensures that agreed-upon service standards, such as response times and resolution times, are consistently met. SLA Management involves setting clear expectations, tracking performance metrics, and addressing any breaches or issues that arise. Effective SLA Management helps improve service quality, build trust with clients, and prevent misunderstandings.

What skills and qualifications are needed for SLA management?

To excel in SLA Management, you need a strong understanding of service level agreements, IT service management frameworks (like ITIL), and analytical skills, often supported by relevant certifications such as ITIL Foundation. Familiarity with SLA monitoring tools, ticketing systems, and reporting platforms is typically required. Excellent communication, negotiation, and problem-solving abilities help in managing stakeholder expectations and resolving issues proactively. These competencies ensure that service commitments are met, client satisfaction remains high, and continuous improvement is achieved in service delivery.

How does an SLA management professional collaborate with other departments to ensure service commitments are met?

SLA Management professionals work closely with teams such as IT operations, customer support, and account management to monitor service delivery and address any issues that may impact agreed-upon service levels. They often facilitate regular meetings to review performance metrics, identify potential bottlenecks, and coordinate corrective actions. Open communication and collaboration are essential to proactively resolve problems and maintain strong client relationships, ensuring that all departments are aligned with SLA objectives.

What is the difference between Sla Management vs Service Delivery Manager?

AspectSla ManagementService Delivery Manager
Primary FocusMonitoring and ensuring Service Level Agreements are metOverseeing overall service delivery and client satisfaction
ResponsibilitiesTracking performance metrics, reporting SLA complianceManaging service teams, coordinating client communication
Required SkillsAnalytical skills, understanding of SLAs, reporting toolsLeadership, communication, service management

While Sla Management focuses on monitoring and maintaining SLA compliance, Service Delivery Managers oversee the entire service delivery process, ensuring client satisfaction and operational efficiency. Both roles collaborate closely but differ in scope and responsibilities.

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Sla Management jobs near you
Infographic showing various Sla Management job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 14% Part Time, and 2% Contract. Highlights an 89% Physical, 2% Hybrid, and 9% Remote job distribution, with an average salary of $87,853 per year, or $42.2 per hour.

Program Manager

ActioNet

Rockville, MD • On-site

$160K - $220K/yr

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Program Manager
Location: Rockville, MD
 
Position Overview
The Program Manager provides overall leadership, management, and accountability for delivery of Security Operations Center services. This role serves as the primary interface with OCIO and CISO leadership, ensuring contract compliance, operational excellence, and continuous improvement across all SOC functions.
Salary $160K-220K
Clearance: TS/ DOE Q
Key Responsibilities
  • Serve as primary point of contact for agency's leadership and stakeholders. 
  • Provide end-to-end program oversight across all SOC service areas (operations, forensics, logging, coordination).
  • Ensure compliance with all BPA Call requirements, SLAs, and reporting obligations.
  • Lead SOC governance, including performance management, risk mitigation, and quality assurance.
  • Oversee staffing strategy, ensuring adequate Tier 1/2/3 coverage and surge capability.
  • Drive continuous improvement initiatives, including:
    • M-21-31 logging maturity
    • SIEM optimization
    • Automation and orchestration
  • Deliver executive-level reporting (weekly, monthly, quarterly) with actionable insights.
  • Manage incident escalation coordination for major cybersecurity events.
  • Ensure 24/7 operational readiness, including after-hours/on-call coverage.
  • Direct and control all contractor personnel with full authority over execution.
Required Qualifications
  • Bachelor’s degree (Master’s preferred).
  • 10+ years managing cybersecurity or SOC operations programs.
  • Experience supporting federal cybersecurity environments.
  • PMP or equivalent certification preferred.
  • Strong knowledge of:
    • SOC operations and incident response
    • Federal compliance frameworks (NIST, FISMA)
    • Performance metrics and SLA management
Key Competencies
  • Executive leadership
  • Stakeholder engagement
  • Risk and performance management
  • Strategic execution

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