Hiring: Service Level/Capacity Manager (Hybrid) Company: VIATEQ Corporation Location: Washington, DC Job Posted Time: 2026-09-10 15:08:37 Employment Type: Contract / Remote Target Skills & Keywords : AWS, Accessibility, Agile, Azure, CloudWatch, Dynatrace, Microsoft Office, Program Management, Quality Assurance, Root Cause Analysis, ServiceNow, Splunk, Zero Trust About the job Experience: •Minimum of 5 years of experience in IT service management, with at least 3 years of dedicated experience in a Service Level Manager, Capacity Manager, or equivalent ITSM leadership role in an enterprise federal IT environment. •Demonstrated experience managing enterprise SLA programs, including SLA definition, monitoring, breach management, and continual improvement in a 24x7 IT operations environment of comparable scale and complexity. •Demonstrated experience with capacity planning and demand management across hybrid on-premises and cloud infrastructure environments. •Applied hands-on capability in enterprise ITSM platforms, preferably ServiceNow, including SLA configuration, dashboard development, and performance reporting. •Demonstrated capacity to obtain and maintain a background investigation, HSPD-12 PIV credentials, and all required IT access authorizations prior to performing work requiring such access. Required Skills: •Own and manage the enterprise service level management practice, serving as the primary point of accountability for SLA and SLO definition, monitoring, reporting, breach management, and continual improvement across all contracted functional areas. •Establish, maintain, and communicate service level definitions, measurement methodologies, reporting cadences, and acceptable quality levels for all performance objectives defined in the contract. •Monitor all service level metrics in real time using the Government's ITSM platform, monitoring dashboards, and supporting analytics tools, proactively identifying SLA breach risks and initiating corrective action before thresholds are exceeded. •Develop, maintain, and deliver the monthly service-level and ITSM metrics dashboard to the Government by the 5th business day of each month, providing accurate, comprehensive, and visually clear performance data across all functional areas and service level objectives. •Manage SLA breach events, including formal breach notifications to program leadership and the COR, root cause analysis coordination, corrective action plan development, and tracking of remediation activities to closure. •Coordinate with functional area leads, including the NOC/Service Desk Manager, Incident Manager, Network Engineering Lead, Infrastructure Lead, and others, to ensure service level data is accurately captured, consistently measured, and regularly reviewed at the functional level. •Maintain the service catalog in the ITSM platform, ensuring all offered services are accurately described, categorized, and mapped to appropriate service level targets and measurement criteria. •Own and manage the enterprise capacity management practice, ensuring that the IT infrastructure, platforms, and service delivery teams maintain sufficient capacity to meet current service demand and to support planned and projected future growth across on-premises and cloud environments. Qualifications: •Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field from an accredited college or university. Equivalent work experience may be considered in lieu of a degree. Compensation: •$93,500 - $123,500 / year •Flexible work environment (work from home / hybrid options) •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!