Service Level/Capacity Manager (Hybrid)

Job Description

Job Description:\n\nVIATEQ Corporation is looking for a Service Level/Capacity Manager to support our prime contractor and our government customer in Washington, DC. This position is hybrid and requires 3 days on-site. This position requires the candidate to be able to obtain a Public Trust.\n\nThe Service Level & Capacity Manager will support a comprehensive enterprise IT operations and support engagement for a federal government customer. This role serves as the primary owner of the enterprise service level management and capacity management practices, ensuring that all contracted IT services are delivered in accordance with established service level objectives, that performance is continuously measured and reported, and that the enterprise IT environment maintains sufficient capacity to meet current and future demand across a geographically distributed hybrid on-premises and cloud infrastructure.\n\nThis role operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice and works in close coordination with the Program Manager, Incident Manager, NOC and Service Desk teams, network engineering, infrastructure and platform operations, and Government stakeholders to ensure transparent, data-driven service performance management and proactive capacity planning. This individual plays a central role in driving continual service improvement through rigorous performance measurement, trend analysis, forecasting, and the identification of capacity constraints and optimization opportunities across all functional areas.\n\nThe position is responsible for owning and managing the enterprise service level management and capacity management practices in accordance with ITIL 4 best practices and service management requirements. This individual ensures that all service level objectives (SLOs) and service level agreements (SLAs) are clearly defined, consistently monitored, accurately reported, and continuously improved across all functional areas of the engagement. Concurrently, this individual is responsible for proactive capacity planning, demand management, and performance forecasting to ensure the enterprise IT infrastructure and service delivery teams maintain the capacity required to meet current obligations and support future growth.\n\nThe ideal candidate is an analytically driven and operationally experienced ITSM professional with a strong background in service level management, capacity planning, performance reporting, and federal IT operations environments. This individual must possess the ability to translate complex operational data into clear, actionable insights for both technical teams and senior Government stakeholders, and to manage competing service performance obligations across a large, diverse enterprise IT portfolio.\n\nThis position requires the ability to obtain and maintain a background investigation, HSPD-12 PIV credentials, and applicable IT access authorizations prior to performing work. This position may be performed primarily at customer Headquarters in Washington, DC and approved remote/telework locations.\nResponsibilities:\nService Level Management:\n\n \n 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.\n Establish, maintain, and communicate service level definitions, measurement methodologies, reporting cadences, and acceptable quality levels for all performance objectives defined in the contract.\n 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.\n 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.\n 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.\n 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.\n 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.\n \n\nCapacity Management:\n\n \n 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.\n Develop, maintain, and execute a Capacity Management Plan that addresses business capacity management, service capacity management, and component capacity management across all functional areas, including network, server, cloud (AWS commercial and GovCloud, Microsoft Azure Government), storage, database, and end-user computing platforms.\n Conduct regular capacity assessments across all supported infrastructure and platform components, identifying current utilization levels, trending patterns, performance thresholds, and projected capacity shortfalls or over-provisioning conditions.\n Develop capacity forecasts and demand projections based on historical utilization trends, planned business initiatives, application onboarding activities, user population changes, and emerging technology integrations (e.g., AI/Perplexity capabilities).\n Provide capacity planning recommendations and reports to program leadership and the COR, supporting informed decision-making regarding infrastructure scaling, cloud resource optimization, and workforce capacity adjustments.\n Monitor staffing capacity across NOC, Service Desk, and all functional areas, ensuring workforce levels are sufficient to meet 100% coverage obligations, SLA commitments, and Sprint level-of-effort deliverables at all times.\n Coordinate with the Program Manager and functional leads to ensure staffing capacity plans account for leave, training, certification activities, attrition, and transition periods without degradation to coverage or service level performance.\n Support cloud capacity optimization activities across AWS and Azure Government environments, identifying opportunities to right-size resources, reduce waste, and improve cost efficiency while maintaining performance and availability targets.\n \n\nPerformance Reporting & Analytics:\n\n \n Serve as the program's primary performance data steward, ensuring all service level and capacity metrics are accurately collected, validated, analyzed, and reported across the full period of performance.\n Develop and maintain a comprehensive suite of performance reports and dashboards supporting Sprint Reviews, Monthly Status and Performance Reports, and ad hoc Government data requests, ensuring all reporting outputs are timely, accurate, and actionable.\n Conduct trend analysis and performance modeling across all service level and capacity metrics, identifying patterns, anomalies, and improvement opportunities and translating findings into clear recommendations for program leadership and Government stakeholders.\n Maintain historical performance data archives in the Government's ITSM platform and supporting analytics tools, ensuring data integrity and accessibility for audit, review, and continual improvement activities throughout the period of performance.\n Support the development of Sprint velocity and level-of-effort reporting, ensuring accurate data is available for Sprint Review Reports and Monthly Status and Performance Reports submitted by the 5th business day of each month.\n \n\nContinual Service Improvement:\n\n \n Lead the development and execution of a data-driven continual service improvement (CSI) program, using service level performance data, capacity analysis, incident trends, customer satisfaction scores, and Sprint Retrospective outcomes to identify, prioritize, and track improvement initiatives.\n Develop and maintain a CSI register, ensuring all identified improvement opportunities are documented, assigned, prioritized, tracked, and reported to program leadership and the Government on a recurring basis.\n Collaborate with the Incident Manager, Problem Manager, Change Manager, and functional leads to ensure improvement actions arising from post-incident reviews, problem investigations, retrospectives, and capacity assessments are integrated into the CSI program and tracked to completion.\n Present CSI findings, progress, and outcomes at Sprint Reviews, Monthly Status Reviews, and other Government-facing forums, demonstrating measurable service improvement over time.\n \n\nITSM Platform Administration & Governance:\n\n \n Administer and maintain service level management and capacity management configurations within the Government's ITSM platform (ServiceNow or equivalent), including SLA definitions, escalation rules, reporting workflows, and dashboard configurations.\n Ensure ITSM platform data quality standards are maintained across all service level and capacity management records, conducting regular audits and remediation activities to address data quality gaps.\n Collaborate with the automation and analytics team to develop automated SLA monitoring alerts, capacity threshold notifications, and self-service reporting capabilities that improve operational visibility and reduce manual reporting burden.\n \n\nAgile Delivery Integration:\n\n \n Participate in Sprint ceremonies as required, including Sprint Planning, backlog refinement, and Sprint Retrospectives, contributing service level and capacity management workstream priorities and improvement backlog items.\n Maintain service level and capacity management-related backlog items in the Government's Agile/ITSM tooling, ensuring items are accurately prioritized, estimated, and tracked to completion each Sprint.\n Provide Sprint-level service level and capacity performance data to the Program Manager and Agile delivery leadership to support accurate Sprint commitment planning and level-of-effort reporting.\n \n\nSecurity & Compliance:\n\n \n Ensure all service level and capacity management activities comply with applicable Federal security, privacy, and compliance requirements, including FISMA, NIST SP 800-53, IT and cybersecurity policies, Zero Trust Architecture principles, and CUI safeguarding requirements.\n Support audit readiness activities by maintaining accurate, complete, and readily accessible service level and capacity management records, reports, and documentation throughout the period of performance.\n \n\nRequired Education and Experience:\n\n \n 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.\n 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.\n 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.\n Demonstrated experience with capacity planning and demand management across hybrid on-premises and cloud infrastructure environments.\n Hands-on experience with enterprise ITSM platforms, preferably ServiceNow, including SLA configuration, dashboard development, and performance reporting.\n Ability to obtain and maintain a background investigation, HSPD-12 PIV credentials, and all required IT access authorizations prior to performing work requiring such access.\n \n\nPreferred Education and Experience:\n\n \n Prior experience supporting federal civilian agency IT operations programs.\n Experience supporting service level and capacity management within hybrid cloud environments, including AWS and Microsoft Azure/365.\n Experience working within an Agile IT operations delivery model, integrating ITSM processes with Sprint-based planning and prioritization.\n \n\nRequired Skills and Competencies:\n\n \n Exceptional communication skills in English, both written and oral, with the demonstrated ability to translate complex performance data and capacity analysis into clear, concise, and actionable information for both technical teams and senior Government stakeholders.\n Deep knowledge of ITIL 4 service level management and capacity management principles and practices, including service catalog management, SLA/SLO definition, demand management, performance reporting, and continual service improvement.\n Hands-on proficiency with enterprise ITSM platforms, particularly ServiceNow, including SLA workflow configuration, escalation rule management, capacity tracking, dashboard development, and automated reporting.\n Advanced analytical skills with the demonstrated ability to conduct trend analysis, performance modeling, and capacity forecasting using ITSM data, monitoring platform outputs, and cloud utilization metrics.\n Experience developing and maintaining comprehensive service level and capacity management performance dashboards and recurring reports for Government stakeholders.\n Strong understanding of enterprise IT infrastructure components relevant to capacity management, including network, server, cloud (AWS/Azure), storage, database, and end-user computing platforms.\n Demonstrated ability to manage SLA breach events, including formal notification, root cause coordination, corrective action planning, and remediation tracking.\n Familiarity with cloud capacity management and optimization practices across AWS commercial and GovCloud and Microsoft Azure Government environments.\n Familiarity with federal IT security and compliance requirements, including FISMA, NIST SP 800-53, Zero Trust Architecture principles, and CUI safeguarding requirements.\n Strong organizational skills with the ability to simultaneously manage service level monitoring, capacity planning activities, reporting obligations, and improvement program execution with a high degree of accuracy and attention to detail.\n Proficiency with Microsoft Office Suite, Microsoft Teams, Power BI or equivalent data visualization tools, and enterprise collaboration platforms.