The Performance Management Specialist leads organizational performance measurement activities by defining, tracking, and analyzing service delivery metrics across internal teams and external vendors. This role transforms performance data into actionable insights, supports the development and review of Service Level Agreements (SLAs), and ensures compliance with defined Key Performance Indicators (KPIs). The position serves as a subject matter expert in performance governance and continuous service improvement.

Ardent Eagle Solutions is a mission-focused government contracting firm providing professional, administrative, and technical support services to federal agencies. The company delivers steady, reliable execution across diverse programs, supporting clients in achieving operational excellence while maintaining compliance, integrity, and accountability.

Ardent Eagle Solutions is committed to building high-performing teams, fostering a culture of professionalism and collaboration, and delivering responsive support aligned with customer mission requirements. Through disciplined processes and a people-centered approach, AES partners with government agencies to provide scalable, compliant, and results-driven solutions.

• Lead performance measurement activities across multiple service areas and vendors.

• Track and monitor service delivery metrics to ensure alignment with established KPIs and SLAs.

• Define KPIs during initial development and revision of SLAs.

• Serve as a subject matter expert during SLA review and revision processes.

• Compile and disseminate performance reports to relevant stakeholders.

• Transform performance data into clear visualizations and dashboards.

• Continuously monitor internal and external KPIs to assess service health.

• Identify trends, spikes, or drop-offs in service delivery metrics.

• Take corrective action or coordinate remediation efforts when performance deviations occur.

• Document and validate changes and amendments to SLAs.

• Notify stakeholders of SLAs at risk of breach or currently in breach.

• Consult with clients and internal stakeholders to recommend performance improvements and prioritization strategies.

• Approximately four (4) years of experience in performance management, SLA governance, or service delivery analytics.
• Demonstrated experience defining and monitoring KPIs and SLAs.
• Experience developing dashboards and performance visualizations.
• Strong analytical and problem-solving skills.
• Ability to interpret performance data and recommend corrective actions.
• Experience consulting with clients or stakeholders on service improvement initiatives.
• Strong written and verbal communication skills.
• Ability to manage multiple service metrics across diverse functional areas.

Bachelor’s Degree (BS/BA) in Business, Management, Data Analytics, Information Systems, or related field required;
OR approximately four (4) years of experience in performance or SLA management analysis in lieu of a degree.

At Ardent Eagle Solutions, we offer a comprehensive benefits package to our employees and their families:

• Medical/Dental/Vision Coverage
• Matching 401(k) Plan
• Continuing Education Assistance
• Paid Time Off

This job description is intended to describe the general scope of work and level of work that is needed to perform while on task with Ardent Eagle Solutions. Other duties may be assigned. Selected candidates may undergo a government security investigation and must fulfill eligibility criteria for accessing classified information. US citizenship may be a prerequisite for certain roles.

Ardent Eagle Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to disability or protected veteran status.

Proposal Notice:
This position is contingent upon contract award. Candidates applying to this role should be aware that it is part of a proposal effort, and selection timelines may be longer than typical hiring processes. 

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