Key Facts

Remote From:

Full time

English

Hard Skills

Service Level Management ServiceNow KPI Reporting Vendor Management Pricing Analytics Regulatory Compliance Service Planning Analytical Dashboard Analytics Service Review +7 more

Other Skills

•
Non-Verbal Communication
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Analytical Thinking
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Prioritization

Roles & Responsibilities

Bachelor's degree (BS) plus 6+ years of relevant experience
US citizenship with Secret clearance eligibility (or active Secret clearance)
Experience with ITSM platforms (e.g., ServiceNow) and data visualization / dashboards
Strong analytical, reporting, and stakeholder management skills with knowledge of SLAs, KPIs, and contract structures (CLINs and pricing)

Requirements:

Track, analyze, and report on contract-level SLAs and KPIs across enterprise IT and telecommunications services; act as SME for SLA measurement and trend analysis
Document and report SLA breaches; support service credit requests and coordinate resolution of performance issues with vendors and internal stakeholders
Define, document, and continuously improve internal service levels and customer-facing performance measures; develop dashboards and visualizations to communicate SLA performance and corrective actions
Integrate SLA and performance data into ITSM platforms (e.g., ServiceNow) to support alerting, reporting, and visibility; coordinate with government, carriers, vendors, finance, and project management stakeholders

Iron Bow Technologies

About Iron Bow Technologies

Our vision at Iron Bow Technologies’ is “Innovating the world.” We do this through collaborative engagement with our clients, understanding their needs and mission requirements and enabling IT solutions that achieve their goals for today and tomorrow. An industry recognized leader, Iron Bow has earned the trust of government, commercial and healthcare clients by providing IT solutions and services enabling them to work faster and smarter. We are proud to attract and retain the best people through continual investment in technology advancements and commitment to our customer-first culture. The specialized skillsets and abilities of Iron Bow employees range from customized solution delivery to advanced integration of complex, multi-disciplined systems. This broad experience provides strategic insight that ensures the highest standards of IT performance and utilization. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure successful business outcomes. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target with your mission. We provide future-proof information technology solutions and services in the areas of cloud, collaboration, cyber security, data center, digitization and IoT, managed services, mobility and end user devices, networking and remote workforce. Our Healthcare Solutions division is at the forefront of developing, manufacturing, implementing, managing and supporting telehealth solutions for care providers around the globe. We have deployed and currently manage many of the largest virtual care programs in the world. Strong. Flexible. Targeted. We manage IT complexity and risk to enable organizations to focus on their operations and mission goals.

Company type: SME

Founded: 2018

Company size: 501 - 1000

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Job description

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.

BS + 6 years NONE Secret NONE

THE OPPORTUNITY

The Service Level Management Analyst is responsible for monitoring, analyzing, and improving service performance across enterprise IT and telecommunications environments. This role serves as a subject matter expert (SME) for Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring vendor compliance with contractual requirements and supporting continuous service improvement. The position requires close coordination with internal teams, vendors, and government stakeholders to align service delivery with mission objectives.

Preferred location: Maryland, DC and Virginia

HOW YOU’LL MAKE AN IMPACT

Track, analyze, and report on contract-level SLAs and KPIs across enterprise IT and telecommunications services
Serve as SME for SLA measurement, including mapping metrics from monitoring and validation tools to vendor commitments and identifying trends in non-compliance
Document and report SLA breaches; support service credit requests and coordinate resolution of performance issues with vendors and internal stakeholders
Define, document, and continuously improve internal service levels and customer-facing performance measures
Develop dashboards, reports, and visualizations to communicate SLA performance, trends, breaches, and corrective actions to leadership and stakeholders
Integrate SLA and performance data into IT Service Management (ITSM) platforms (e.g., ServiceNow) to support alerting, reporting, and visibility
Support large-scale service requests, service planning, pricing reviews, and Task Order modifications, including CLIN and pricing structure analysis
Review service order forms, vendor pricing, and performance data to ensure accuracy, traceability, and alignment with contractual requirements
Maintain comprehensive documentation of SLA metrics, breaches, corrective actions, SOPs, and reporting (e.g., WAR/MSR) in a regulated environment
Coordinate with government, carriers, vendors, finance, and project management stakeholders to ensure service performance aligns with mission and contract requirements

SKILLS THAT DRIVE SUCCESS

Service Level Agreement (SLA) Monitoring and Analysis
Key Performance Indicator (KPI) Tracking and Reporting
Vendor Performance Management
SLA Compliance Assessment and Trend Analysis
Metrics Mapping and Performance Measurement
Data Analysis and Interpretation
Dashboard Development and Data Visualization
Proficiency with ITSM platforms such as ServiceNow
Strong analytical and reporting skills, including experience with dashboards and data visualization tools
Knowledge of contract structures, including CLINs and pricing models
Ability to manage multiple stakeholders and prioritize competing requirements
Strong written and verbal communication skills
US Citizen, Secret clearance eligibility

WHAT SETS YOU APART

Master's Degree in Finance or related field
Experience with USDA
ServiceNow experience
Secret clearance

WHY YOU’LL LOVE IT

You will be part of a company that is growing quickly and values your voice, ideas, and experience
You will be a key contributor to Iron Bow’s transformational shift in how we deliver value to both customers and employees.
You will have the pleasure of working with passionate professionals in a culture that fosters a workplace where everyone feels respected, supported and empowered to succeed.

Compensation and Benefit Information:

The salary range for this position is $140,000-160,000. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.

At Iron Bow, we invest in our people and their success. We offer a comprehensive benefits package that may include medical, dental, and vision coverage, a 401(k) plan, paid time off, and additional wellness and financial benefits. An overview of our benefits is available on our careers page.

#LI-EC1 #LI-Remote

OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.

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