About Oxley Enterprises®, Inc.

Oxley Enterprises,® Inc. is an economic disadvantaged woman-owned, service disabled veteran-owned, small disadvantaged business consulting company helping organizations improve performance, enhance productivity, and increase overall organizational effectiveness through strategic planning, performance management, quality management, process management, project management, human capital development, transformational workshops, IT Benchmarking, and information technology integration.

Oxley provides dynamic, mission-aligned strategies and solutions to help organizations across the spectrum of business and government address these challenges today and thrive tomorrow. Oxley professionals apply a diverse knowledge of process and technical consultation experience to support organizations in identifying business and program needs, and maximizing return on investment. Oxley is dedicated to providing each and every client with a full range of management consulting services and continuous learning and improvement opportunities to help them expand both their capacities and capabilities. Oxley has experience within government organizations specifically geared toward improving the performance, quality, timeliness and efficiency of processes, programs and strategies.

Position summary:

This position requires a stable customer-driven professional with a Business, CS, or BE degree and a minimum of four years of experience with the end-to-end life-cycle management of SLAs for the complete set of IT infrastructure services offered in the IT outsourcing market today under performance-based FFP contracts. SLA lifecycle management phase experience required shall encompass all management phases: SLA design and writing, negotiation, performance monitoring and reporting, and financial incentive/disincentive determination. Candidate shall be experienced with the application and management of SLAs for the full range of IT outsourcing service areas, including End-User Support Systems, Telecommunication Support Services, and Mainframe and Server Support Systems. Solid oral and written communications and Excel-based statistical analysis skills required. ITIL certification and/or experience with advanced SLA management automation are a plus.

Candidate should be able to, independently or as a team member, carry out the below specific SLA management and government oversight support services at the customer site on a full time, dedicated basis. Candidate must have demonstrated advanced Excel 2007 skills, including the ability to write custom macro programs to perform trend analyses, SLA metric computations, and generate plots of the results using up to one million raw data points generated by automated measurement tools, help desk databases, and other data sources. In addition, experience with business intelligence technology, such as Micro-Strategy, and the design, use, and consulting of IT performance dashboards is desirable. Other SLA required experience must include:

• SLA/metric design and written specification
• SLA/metric negotiation planning and implementation
• Collect, sample and track SLA metric data and analyze and report on service delivery performance levels using data from multiple sources including help desk tickets, project management metrics, audits, independently collected data, and customer satisfaction surveys.
• Recommend financial incentives and disincentives based on measured vendor SLA performance and contract provisions. Support written or oral communications with vendor to substantiate validity/accuracy of the data, measurement and analysis used to reach financial incentive/disincentive determinations.
• Analyze SLA/metric effectiveness, perform gap analyses, and benchmark SLA/metric sets against both evolving customer mission and practices at other government/private industry organizations
• Research, report, advise on, and apply industry best practices for SLA management
• Research, report, advise on, and apply relevant evolving industry standards such as ITIL
• Design, administration, and reporting of customer satisfaction surveys. Experience with the SurveyMonkey, or similar, survey automation tool is desirable.

Essential Job Qualifications (skills, knowledge, experience):

• Ability to meet or exceed expectations outlined in critical success factors
• Four years of experience with the end-to-end life-cycle management of SLAs for the complete set of IT infrastructure services offered in the IT outsourcing market today under performance-based FFP contracts
• IT metric monitoring and oversight
• Bachelors Degree in Business, CS, or BE
• Advanced Excel 2007 skills
• Ability to obtain a U.S. Government secret security clearance
• U.S. Citizenship

Desired Job Qualifications (skills, knowledge, experience):

• ITIL certification and/or experience
• Advanced SLA management automation
• Experience with the SurveyMonkey, or similar, survey automation tool
• Ability to work both independently and in a team environment
• Previous experience working in a Federal contract or subcontract position
• Active U.S. Government security clearance

Please submit resume, cover letter, and salary requirements to droxley@oxleyenterprises.com.

Visit our website at www.oxleyenterprises.com to learn more about our organization.

Oxley Enterprises®, Inc. is an equal opportunity employer.