Performance Manager (Senior)

Diaconia is looking for a talented Performance Manager (Senior) to join our Amazing team!

If you're looking to join a company that truly appreciates you and your talents, look no further! At Diaconia, we are committed to serving and caring for our colleagues, our clients and our community. Our team is made up of talented individuals who appreciate having the opportunity to contribute their knowledge and experience to further the growth and development of our industry. Our ideal candidates embrace diverse thinking, enjoy partnering with others and are seeking to make a difference!

We are currently searching for a new, full-time member for our team for the position of:

Performance Manager (Senior)

We are looking for an experienced IT Performance Manager to join our organization on a program for a Department of Justice customer. As the IT Performance Manager, you will be responsible for ensuring the achievement of service level agreements (SLAs) from initial KPI and measurements definition through reporting and improvements in concert with the technical delivery managers. You will collaborate closely with various stakeholders, including program leadership, internal technical teams, developers, and the customer to define, monitor and improve IT service delivery and performance. This is a critical role that requires strong analytical skills, excellent communication abilities, and a deep understanding of IT Service Management (ITSM), IT operations and performance management.

You will provide program thought leadership for measurements, performance management and continuous service improvement in the delivery of program services.

Ideal candidate will have deep understanding of IT Service Management metrics and how they can be used to execute and improve services to a government customer. Technical knowledge in tools and platforms used for IT system and service measurements, such as; Customer Service ticketing and call platforms (ServiceNow, ACD/IVR), monitoring tools (ScienceLogic SL1, Microsoft SCOM), Cloud (AWS and Azure), and project management tools (ServiceNow, GitHub) will be key in driving identification and adoption of measurements that will be at the heart of the metrics program. You will work with technical service owners, tools administrators and the customer to put in place measurements that can be used to better manage the environment's business and technical services as well as the programs service delivery under contractual SLA's.

Remote Position - MUST live in the DMV Metro Area!

Job Responsibilities

SLA Management:

• Develops, implements, and maintains SLAs for IT services in alignment with business and customer requirements and objectives
• Monitors and measures IT performance against defined SLAs, tracking key performance indicators (KPIs) to ensure compliance
• Collaborates with stakeholders to establish performance targets, review SLAs periodically, and identify areas for improvement
• Proactively communicates SLA performance and service delivery status to relevant parties, highlighting any deviations or potential risks

Performance Monitoring and Reporting:

• Establishes a robust monitoring system to track the performance of IT systems, networks, applications, and services
• Analyzes performance metrics, identify trends, and generate regular performance reports, highlighting areas of concern and proposing corrective actions
• Conducts root cause analysis of performance issues and incidents, working closely with technical teams to identify underlying problems and implement necessary solutions

Performance Improvement:

• Collaborates with IT teams to identify opportunities for enhancing system performance, reliability, and efficiency
• Develops and implements strategies and initiatives to optimize IT performance and minimize downtime
• Coordinates with vendors and external service providers to ensure their adherence to SLAs and drive continuous improvement

Relationship Management:

• Fosters strong relationships with program leadership, technical teams, customers, and vendors, ensuring clear communication and alignment on performance expectations
• Conducts regular meetings with stakeholders to review performance metrics, address concerns, and gather feedback
• Engages in contract and vendor management activities, ensuring vendor compliance with SLAs and performance-related contractual obligations

Continuous Process Improvement:

• Continuously evaluates and enhances IT performance management processes, methodologies, and tools to ensure effectiveness and efficiency
• Stays updated with industry best practices and emerging technologies related to IT performance management.

Minimum Qualifications:

• Active Secret DoD Clearance Required - NO EXCEPTIONS!
• Bachelor's Degree in Business, Engineering, Computer Science, Information Systems, or Social Science or minimum 4 years of applicable experience in lieu of degree
• Ten (10 ) years of experience in IT technical service delivery with emphasis on system and/or service measurements
• Five (5 ) years of experience managing service metrics preferably under contract SLA requirements
• Previous experience working for government customers in IT customer support, infrastructure operations, and software development areas
• Project Management Professional (PMP) strongly desired
• ITIL Foundations Certification v3/4 strongly desired or obtainable within 6 months
• ITIL Expert (v3) or ITIL Managing Professional (v4) certification highly desirable
• Solid understanding of and demonstrated experience in using tools for measurement data:
  • ServiceNow (ITSM, ITOM, project management)
  • ScienceLogic SL1 (systems monitoring, service availability)
  • Automatic Call Distributor (ACD) and/or Interactive Voice Response (IVR) tools
  • Project management scheduling tools (ServiceNow, GitHub)
• Proven success developing SLA's and metrics to manage service delivery
• Experience in collaborating with key stakeholders to obtain consensus and gather requirements
• Experience in working with technical staff to guide them in configuring tools for obtaining measurement data
• Strong written and oral communications skills
• Active Secret DoD Clearance Required - NO EXCEPTIONS!

Diaconia is An Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, gender identity, protected veteran status, or any other basis prohibited by applicable law.

Salary : $80,000 - $95,000