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Sla Manager Jobs in Washington (NOW HIRING)

XLA

Program Manager

Washington, DC · On-site

Manage program execution, staffing, scheduling, SLA compliance, quality assurance, and monthly status reporting * Oversee 24x7 Tier 1 call center operations and Tier 2/3 on-site technical support ...

Omniscius Consulting

Senior Program Manager

Ashburn, VA · On-site

$150 - $200/hr

Customer Experience and SLA Management * Ensure achievement of all contractual SLAs and performance objectives. * Analyze operational metrics, customer-satisfaction data, quality reviews, and trend ...

New

Omniscius Consulting

Senior Program Manager

Ashburn, VA · On-site

$118K - $119K/yr

Customer Experience and SLA Management * Ensure achievement of all contractual SLAs and performance objectives. * Analyze operational metrics, customer-satisfaction data, quality reviews, and trend ...

New

SLA Worldwide

Retail Store Associate

Washington, DC · On-site

$18.54/hr

As a Retail Associate at SLA Worldwide, you will help create an exceptional in-store experience for ... Support inventory management, restocking, and loss prevention procedures. * Operate POS systems and ...

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status ... Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores ...

IntelliDyne

IT Help Desk Manager

Herndon, VA

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status ... Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores ...

SLA Worldwide

Retail Store Associate

Washington, DC · On-site

$18.54/hr

SLA Worldwide is seeking a Retail Associate to support daily operations for Next Stop DC while also ... Support inventory management, stock replenishment, and operational procedures. * Operate POS ...

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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.

Program Manager

XLA

Washington, DC • On-site

Full-time

Re-posted 14 days ago

Job description

XLA is seeking a Program Manager to lead IT support operations for a large federal client. This individual will serve as the primary interface with senior government stakeholders, responsible for the day-to-day management of a Tier 1, 2, and 3 enterprise service desk supporting thousands of end users across numerous field offices.

Location
  • On-site in Washington, D.C.
Clearance
  • Ability to obtain and maintain a U.S. Secret Security Clearance or higher.
Responsibilities
  • Serve as the primary client-facing program lead and liaison to the government Contracting Officer's Representative (COR)
  • Manage program execution, staffing, scheduling, SLA compliance, quality assurance, and monthly status reporting
  • Oversee 24x7 Tier 1 call center operations and Tier 2/3 on-site technical support across primary campus and nationwide field offices
  • Lead surge staffing efforts, scaling up to 25 additional contractors within a 2-month lead time
  • Ensure all contractor personnel meet client security, badging, and compliance requirements prior to and throughout performance
  • Develop and maintain a Quality Assurance Plan and KPI reporting model across all support tiers
  • Coordinate with the government COR and other client support teams to resolve performance issues
Required Qualifications
  • Bachelor's degree in IT, Computer Science, Business Administration, or related field
  • 5+ years of program management experience directly supporting a complex, enterprise-scale IT service desk - this is a hard requirement; candidates without this background will not be considered
  • Proven experience managing multi-tier (Tier 1/2/3) technical support teams of 25+ staff
  • Experience managing 24x7 operations including shift scheduling and after-hours coverage
  • Strong background in ITSM platforms; BMC Helix (Remedy) strongly preferred
  • Experience with SLA management, KPI reporting, and quality assurance programs
  • Familiarity with endpoint management tools (Intune, Workspace ONE, JAMF, Apple Business Manager)
  • Working knowledge of Windows, macOS, and mobile OS environments (iOS/Android)
  • Experience supporting Microsoft 365 environments (Exchange Online, SharePoint, Teams)
 Preferred Qualifications
  • ITIL Foundation Certification or higher
  • PMP or equivalent project management certification
  • Experience in federal, legislative, or highly secure government IT environments
  • Experience managing nationwide or geographically dispersed support teams
  • Familiarity with RSA SecurID, Cisco AnyConnect VPN, Active Directory administration

EEO Statement

XLA is committed to the full inclusion of all qualified individuals and is an equal opportunity employer committed to supporting equality and integrity in the workplace, professional development and education, and an entrepreneurial atmosphere.  

We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 703-584-8317 or via email at humanresources@xla.com. For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

We are proud to be an EEO/VETERAN EMPLOYER.
All qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status and will not be discriminated against for self-identifying with either category

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About XLA

Sourced by ZipRecruiter

Industry

Business management consulting

Company size

201 - 500 Employees

Headquarters location

Vienna, VA, US

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