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Sla Manager Jobs in Washington (NOW HIRING)

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 ...

Avalore, LLC

Operations Analyst

Arlington, VA · On-site

$85K - $184K/yr

The Operations Analyst will manage SLA compliance, analyze SLA performance, and ensure proper reporting. This person will monitor and report on SLA performance, identifying breaches and recommending ...

Avalore, LLC

Operations Analyst

Arlington, VA · On-site

$85K - $184K/yr

The Operations Analyst will manage SLA compliance, analyze SLA performance, and ensure proper reporting. This person will monitor and report on SLA performance, identifying breaches and recommending ...

Socket.dev

Operations Analyst

Arlington, VA · On-site

$125 - $150/hr

The Operations Analyst will manage SLA compliance, analyze SLA performance, and ensure proper reporting. This person will monitor and report on SLA performance, identifying breaches and recommending ...

New

ActioNet, Inc.

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

$160K - $220K/yr

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

ActioNet, Inc.

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, Inc.

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

$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

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

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Sla Manager information

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.

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 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 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 popular job titles related to Sla Manager jobs in Washington?

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

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

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

What cities in Washington are hiring for Sla Manager jobs?

Cities in Washington with the most Sla Manager job openings:

Sla Manager jobs near you
Infographic showing various Sla Manager job openings in Washington as of August 2026, with employment types broken down into 84% Full Time, 9% Part Time, 2% Temporary, and 5% Contract. Highlights an 77% Physical, 2% Hybrid, and 21% Remote job distribution.

SLA Ticket Auditor

Mission First

Columbia, MD • On-site

Full-time

Re-posted 14 days ago

Job description

Description:

The job duties of the SLA Ticket auditor are as follows:                                                                                                        

  • Gather, process, and analyze data into information and information into knowledge to support operations and business decisions
  • Use enterprise monitoring and reporting tools to identify trends and opportunities for improvements in IT service processes and workflow
  • Interacts with other service providers to ensure that operational level agreements are in place to ensure end-to-end service delivery in accordance with the service level targets
  • Work with the service delivery organization and service managers to manage performance against service level targets
  • Participating in service level reviews; supports root cause analysis of customer issues and SLA impacting events
  • Developing and implementing data gathering, analysis, and reporting capabilities.
  • Collaborating with the service managers and the design and engineering and tools teams to collect and process relevant metrics to support service level management and process improvement activities.
  • Preparing periodic reports to communicate outcomes of analytic activities.
  • Performing analytics on discrepancies and issues and performing root cause analysis.
  • Identifying people, process, and technology opportunities for efficiency and cost reductions.
  • Validate and/or correct pended tickets
  • Validate and/or correct cancelled tickets
  • Validate and/or correct combined tickets
  • Validate and/or correct FSMs
  • Validate and/or correct Service/Items (SIs), assignment groups, SLAOs, and tasking
Requirements:


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