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CACI International Service Level Performance Manager in San Antonio, Texas

Job Description

CACI is seeking fully cleared, dynamic technical professionals to join our defense program. CACI has an exciting and challenging opportunity supporting the Defense Health Agency (DHA) by providing enterprise information technology (IT) services using industry best practices to support a large, global healthcare organization. Our mission will enable DHA to modernize their Electronic Health Record (EHR) system, developing a framework to support data communications, network, and enterprise services infrastructure. The program will provide IT, Network Engineering, Infrastructure and Operational services. As a team, we will architect, develop, engineer, maintain, and provide continuous sustainment of enterprise-level infrastructure and operations in support of the customer’s mission worldwide. Be a part of something greater than yourself and make a lasting impact at CACI.

Here's What You’ll Get to Do:

Serves as the Service Level Performance Manager establishing goals and plans that meet program objectives. Utilizing domain and expert technical knowledge, the Service Level Performance Manager provides technical/management for large scale enterprise operational environment. The Service Level Performance Manager has overall responsibility for some technical, administrative, contractual, and personnel aspects of the program. He/She will be responsible for the following:

  • Develops strategic goals and implements strategic initiatives in support of goals

  • Establishes or works to implement key elements of tactical and operational plans with measurable contribution towards the achievement of results of the sub-function or completion of a project.

  • Makes significant decisions on what their team of responsibility focuses on or executes as directed.

  • Develops new products, processes, standards, or operational plans in support of the job function strategy.

  • Develops and implements new products, processes, standards, or operational plans that will have an impact on the achievement of functional results

  • The Service Level Performance Manager's interactions are supported by his/her corporate executives to make sure that the program provides on-time delivery of top-quality services.

More About the Role:

The Service Level Performance Manager is responsible for developing, managing, and maintaining high standards of IT Service Management (ITSM) within the program. You have a track record of leading engineering, product, and teams for military programs. This role focuses on the customer and service level outcomes and has extensive experience in managing priorities/roadmaps to align sequencing of activities as well as providing decision making levers to senior leadership. The Service Level Performance Manager will be responsible for driving the following initiatives:

  • Managing and overseeing Customers expectations

  • Working closely with technical teams, network operations and project managers to support the customer

  • Develop and deliver metric and progress reports according to contractually required SLAs

  • Provide deliverables including metrics and SLA reporting

  • Drive clear and concise team communication and correspond accordingly with clients

  • Responsible for participating in incident and/or escalation management, helping to prioritize issues and resources, communicate to customers and teammates, and facilitate meaningful issue and risk discussions

  • Drive for continuous improvement and feedback at all levels of the organization

  • Follow standard processes within the SLM team and company to ensure consistency for clients and deliverables Service Management

  • Lead and participate in Service Level review meetings with business stakeholders, to evaluate IT service usage, ownership, actions, and next steps

  • Maintain and develop process documentation, and ensure these are well understood and accessible

  • Introduce ways to measure performance and satisfaction for services, and put in place improvement plansService Level Reporting & Governance

  • Develop dashboards and reporting to evaluate service health, utilization and performance

  • Implement best practice processes, service reporting and tools in order to consistently meet targets

You’ll Bring These Qualifications:

  • Master’s Degree Required, preferred degree in Information Systems, Information Technology, Business, Finance, or related field.

  • A minimum of 12+ years’ experience with service management, and 10+ total IT experience preferred.

  • An active Secret clearance

  • ITIL v3 or ITIL 4 foundation certification

  • 5+ years project/program management is required

  • 5+ years of experience leading project delivery for large, cross-functional projects

  • In depth knowledge of ITIL (Intermediate certification advantageous)

  • Experience of ITSM platforms (ServiceNow preferred)

  • Understanding of development lifecycle

  • Worked in a structured ITSM environment

  • Team and/or Process Management experience

  • Ability to create high quality communications, to a variety of audiences and contexts

  • Great influencing skills

  • High degree of empathy and people skills

  • Analytical and structured thinker

  • Ability to listen and translate from business to technical and vice versa

  • Articulate and confident communicator

  • Proactive, self-starting, and independent

These Qualifications Would be Nice to Have:

  • Master's Degree in Information Technology, Computer Science, Information Systems, Business Administration or related field, and 12 years of prior relevant experience.

  • Knowledge of Health IT technology including Electronic Health Records.

  • Experience with service delivery, infrastructure, and operations

  • ITIL Expert certification

  • ITIL Service Design certification

  • PMP certification

What We Can Offer You:

  • We’ve been named a Best Place to Work by the Washington Post.

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

  • We offer competitive benefits and learning and development opportunities.

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.