Service Level Agreement (SLA) Manager

Service Level Agreement (SLA) Manager

Location	Colorado Springs, CO - U.S. Space Force mission support
Employment	Full-time - anticipated contract staffing
Clearance	Clearance/certification requirements will be aligned to the final PWS and designated cyber work role.

Position Summary

Develop, coordinate, maintain, and govern mission-system Service Level Agreements (SLAs) for subscribers aligned to the CSSP. The SLA Manager ensures agreements remain current, measurable, traceable, and aligned to mission and service-delivery requirements while maintaining accurate mission-system data and related Plan of Action and Milestones (POA&M) actions.

Primary Responsibilities

Draft and coordinate SLAs with Government representatives, mission system owners, service providers, and technical stakeholders.
Manage the full SLA lifecycle, including development, review, approval, updates, renewal, and closure as applicable.
Track SLA commitments, due dates, dependencies, performance information, and compliance status.
Maintain accurate mission-system and subscriber data used for leadership reporting and decision-making.
Support POA&M actions and corrective activities associated with SLA requirements or service gaps.
Identify agreement issues, unresolved dependencies, and data-quality concerns and coordinate timely resolution.
Maintain organized, auditable SLA records and supporting documentation.

Required Education and Experience

Bachelor's degree in information technology, cybersecurity, business, management, or a related field.
5-7 years of relevant experience, including 3+ years in IT service delivery, SLA management, technical agreements, or closely related program support.
Strong technical writing, document control, stakeholder coordination, and schedule-management skills.
Ability to translate operational/service requirements into clear, measurable agreement language.

Preferred Qualifications

ITIL certification or demonstrated IT service management experience.
Experience supporting DoD or U.S. Space Force cyber/IT service environments.

Note: The anticipated salary range for this contingent upon award position is $115K-$135K annually. The final offered salary will be determined by the candidate's specific qualifications, relevant experience, location, and the final funding level approved by the client upon contract award.

Summit Technologies, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Position descriptions serve as a guideline and may not be construed as a guarantee of employment. Summit Technologies, Inc. is an at-will organization.

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