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Sla Manager Jobs in Virginia (NOW HIRING)

iTech AG

Program Manager - ServiceNow (342)

Arlington, VA · On-site +1

$71K - $79K/yr

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics ... Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order ...

iTech AG

Program Manager - ServiceNow (342)

Arlington, VA

$72K - $79K/yr

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics ... Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order ...

iTech AG

ServiceNow Project Manager (372)

Arlington, VA · On-site

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics ... Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order ...

iTech AG

Program Manager - ServiceNow (342)

Arlington, VA

$72K - $79K/yr

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics ... Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order ...

Goldbelt, Inc.

Program Manager

Alexandria, VA

Provide overall leadership, oversight, and direction to all program personnel to ensure consistent, compliant, and SLA-driven performance across all asset management operations * Develop and ...

iTech AG

Program Manager - ServiceNow (342)

Arlington, VA · On-site +1

$71K - $79K/yr

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics ... Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order ...

iTech AG

ServiceNow Project Manager (372)

Arlington, VA · On-site

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics ... Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order ...

Worldwide TechServices

Sr Consultant

Fairfax, VA · On-site

$70K/yr

SLA Management & Reporting: Ensure compliance with service-level agreements (SLAs), providing regular updates to clients on system health, issue resolution, and performance metrics. * Security ...

iTech AG

ServiceNow Project Manager (372)

Arlington, VA · On-site +1

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics ... Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order ...

iTech AG

ServiceNow Project Manager (372)

Arlington, VA · On-site +1

Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics ... Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order ...

Worldwide TechServices

Sr Consultant

Fairfax, VA

SLA Management & Reporting: Ensure compliance with service-level agreements (SLAs), providing regular updates to clients on system health, issue resolution, and performance metrics. * Security ...

Akima, LLC

Operations Manager

Herndon, VA · On-site

$154K - $194K/yr

The Operations Manager will serve as the senior operational leader for daily execution, ensuring ... Monitor metrics, ticket trends, backlog, staffing coverage, service risks, and SLA performance to ...

AMERICAN SYSTEMS

IT Queue Manager II

Manassas, VA · On-site

$58K - $90K/yr

An Average DAy: As the IT Queue Manager Level II you will support the daily flow of incoming ... ensure SLA Service Delivery requirements are met. Additionally, in this position you will:

Goldbelt, Inc.

Program Manager

Alexandria, VA · On-site

Provide overall leadership, oversight, and direction to all program personnel to ensure consistent, compliant, and SLA-driven performance across all asset management operations * Develop and ...

Goldbelt Frontier Llc

Program Manager

Alexandria, VA · On-site

Provide overall leadership, oversight, and direction to all program personnel to ensure consistent, compliant, and SLA-driven performance across all asset management operations * Develop and ...

AMERICAN SYSTEMS

IT Queue Manager II

Manassas, VA · On-site

$58K - $90K/yr

As the IT Queue Manager Level II you will support the daily flow of incoming customer requests by ... ensure SLA Service Delivery requirements are met. Additionally, in this position you will:

Beyond SOF

Financial Manager

Reston, VA · On-site

Working knowledge of SLA Compliance, GAO regulations related to bona-fide need, obligations funding tenure and contractual requirements. * Active TS/SCI clearance with polygraph required ...

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Sla Manager information

How does an SLA manager typically collaborate with technical and business teams to ensure service agreements are met?

An SLA Manager works closely with both technical teams (such as IT support, operations, and engineering) and business stakeholders to monitor, report on, and improve service delivery according to established Service Level Agreements (SLAs). This often involves facilitating regular meetings, reviewing performance metrics, and addressing any service issues proactively. Effective communication and negotiation skills are essential, as the role requires balancing technical capabilities with business expectations. SLA Managers also document processes and escalate unresolved issues to ensure continuous improvement and customer satisfaction.

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

AspectSLA ManagerService Delivery Manager
Primary FocusManaging Service Level Agreements and ensuring contractual complianceOverseeing overall service delivery and client satisfaction
ResponsibilitiesMonitoring performance metrics, negotiating SLAs, reportingCoordinating teams, managing client relationships, improving service processes
Required SkillsContract management, performance analysis, communicationLeadership, project management, customer service
Work EnvironmentIT and service-based industries, contract-driven settingsIT, telecom, and managed services sectors

While both roles focus on service quality, the SLA Manager primarily manages contractual performance metrics, whereas the Service Delivery Manager oversees the entire service process and client satisfaction. Understanding these distinctions helps organizations assign the right responsibilities and find suitable candidates.

What are the key skills and qualifications needed to thrive as an SLA manager, and why are they important?

To thrive as an SLA Manager, you need expertise in service level agreement management, IT service management practices, and a relevant degree such as in business or information technology. Proficiency with ITSM tools like ServiceNow or BMC Remedy and certifications such as ITIL are commonly required. Strong soft skills include negotiation, analytical thinking, and effective communication to manage client expectations and resolve service issues. These skills ensure that service delivery meets agreed standards, fosters client satisfaction, and drives continuous improvement in IT operations.

What is an SLA manager?

SLA Managers are professionals responsible for overseeing and ensuring that Service Level Agreements (SLAs) between service providers and clients are met. They monitor service performance, resolve issues related to service delivery, and work to continuously improve service quality. Their role includes analyzing data, preparing reports, coordinating with multiple departments, and communicating with clients to maintain satisfaction. SLA Managers are crucial in maintaining trust and accountability in business relationships.

What are popular job titles related to Sla Manager jobs in Virginia?

For Sla Manager jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Sla Manager jobs in Virginia look for?

The top searched job categories for Sla Manager jobs in Virginia are:

What cities in Virginia are hiring for Sla Manager jobs?

Cities in Virginia with the most Sla Manager job openings:

Sla Manager jobs near you
Infographic showing various Sla Manager job openings in Virginia as of June 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution.

Program Manager - ServiceNow (342)

iTech AG

Arlington, VA • On-site, Remote

$71K - $79K/yr

Full-time

Re-posted 12 days ago

Job description

Description
OVERVIEW
iTech AG is seeking an experienced Program Manager to lead the delivery of ServiceNow solutions in support of a federal client program.
This individual will serve as the primary client-facing lead, accountable for driving discovery, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream implementation.
ROLES AND RESPONSIBILITIES
  • Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools
  • Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams
  • Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
  • Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards
  • Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget
  • Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively
  • Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
  • Serve as the authorized client interface and primary point of accountability - acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices
  • Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance workstreams; supervise contractor personnel including performance feedback and day-to-day task direction
  • Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination
  • Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products
  • Build strong relationships with stakeholders
  • Ensure deliverables are clear, actionable, and implementation-ready
  • Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions
  • Manage dependencies, risks, and issues across workstreams - escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms
  • Delegate and manage workstreams while ensuring consistency and quality
  • Review and refine deliverables produced by supporting team members
  • Other duties as assigned

MINIMUM QUALIFICATIONS
  • 5+ years of experience as a project manager leading enterprise IT implementations
  • Minimum of 3 years demonstrated experience in leading ServiceNow implementations.
  • Hands-on working knowledge of the ServiceNow platform, including understanding of platform architecture, module interdependencies, and native project/agile features
  • Proven ability to serve as the primary client point of contact on a federal IT contract, managing task order execution and program delivery accountability
  • Experience coordinating cross-functional delivery teams including architects, developers, analysts, and designers across multiple concurrent workstreams
  • Demonstrated experience in prioritizing and managing process improvement initiatives aimed at increasing data integrity, reporting capability, and process efficiency.
  • Experience working with multiple stakeholders across business and IT
  • Excellent communication skills, including executive-level presentation ability
  • Experience owning program-level reporting including SLA performance tracking, financial reporting, and staffing status
  • Experience supporting DevSecOps practices within a federal IT delivery context, including CI/CD pipeline awareness and IT security and compliance requirements
  • Strong direct client communication skills with the ability to present complex technical concepts to non-technical audiences
  • Experience developing dashboards and reporting within the ServiceNow platform
  • Familiarity with federal IT environments, federal acquisition regulations, and government IT security requirements

EDUCATION AND CERTIFICATIONS
  • Bachelor's degree
  • Project Management Professional (PMP)

PREFERRED QUALIFICATIONS
  • ServiceNow Micro Certifications in Performance Analytics, Agile, and Test Management.
  • ServiceNow CSA
  • Experience in multi-entity or federated operating models

SECURITY CLEARANCE
  • Ability to obtain and maintain public trust clearance
  • Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.

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