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Sla Manager Jobs (NOW HIRING)

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

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

ActioNet

Program Manager

Rockville, MD

$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

$160K - $220K/yr

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

VivSoft Technologies

Deputy Program Manager

Herndon, VA · Remote

$119K/yr

Track and report KPIs and SLA metrics (SS-1 to SS-23) * Oversee staffing activities, including ... Support quality management processes, including audits and corrective action plans (CAPs) Skills ...

VivSoft Technologies

Deputy Program Manager

Herndon, VA · Remote

$119K/yr

Track and report KPIs and SLA metrics (SS-1 to SS-23) * Oversee staffing activities, including ... Support quality management processes, including audits and corrective action plans (CAPs) Skills ...

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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 are SLA Managers?

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.
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Sla Manager jobs near you
Program Manager

Program Manager

ActioNet, Inc.

Rockville, MD • On-site

$160K - $220K/yr

Full-time

Posted 26 days ago

Job description

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
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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