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Service Level Agreement & Quality Manager
The Defense and Intelligence Group of Leidos has an opening for a Service Level Agreement (SLA) and Quality Manager at Joint Base Andrews, Maryland.
SLA and Quality Manager (SLAQM) in support of the AFNCR IT Services program will perform as a Multi-Function System Analyst and is responsible for the quality of services delivered on the program. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment. The SLAQM will ensure all performance standards, measures, and contract deliverables are in conformance with the contract, e.g., quality control plan (QCP), performance work statement (PWS), the quality assurance surveillance plan (QASP), and contract deliverables.
•Lead all activities involving SLAs, root cause analysis (RCA), quality assurance (QA), compliance, audits, deliverables, and continuous service improvement (CSI).
•Proactively monitor all SLAs, working with the cognizant Operations Leads to resolve near-breaches before they breach and to implement corrective actions for prior breaches.
•Oversee the Problem Management initiatives to include after action reports (AARs), RCA, knowledge base articles, and known errors.
•Develop and maintain a CSI backlog of opportunities.
•Bachelor's degree in Engineering, Information Technology, Computer Science, or a related technical discipline with 10 years of related experience managing SLAs and Quality of Service Delivery.
•Possess current industry certifications in quality management and/or service management such as ISO 9001 and ITIL.
•Currently possess a DoD Secret security clearance or higher.
•Familiarity with Government and DoD IT and security policies and requirements.
•Experience working in a military environment, particularly in a Command Center.