Service Level & Continual Improvement Manager - DV Cleared

Service Level & Continual Improvement Manager Responsibilities

• Define, negotiate and maintain SLAs, OLAs and supplier service agreements.
• Monitor service performance, contractual compliance and potential SLA breaches.
• Lead service reviews, performance reporting and governance meetings.
• Develop and maintain service dashboards, KPIs and management information.
• Manage service performance escalations and coordinate corrective actions.
• Own the Continual Improvement framework, improvement register and governance processes.
• Identify and prioritise improvements based on business value, risk and customer impact.
• Coordinate improvement initiatives across technical teams and suppliers.
• Track improvement benefits, delivery progress and measurable outcomes.
• Promote ITIL 4 practices, root cause analysis and structured service improvement.

Service Level & Continual Improvement Manager Skills and Experience

• Extensive experience in Service Level Management, Continual Improvement or IT Service Management.
• Strong practical knowledge of ITIL principles and service management frameworks.
• Proven experience managing SLAs, OLAs and supplier commitments.
• Experience managing service breaches, escalations and remediation plans.
• Strong service performance analysis, reporting and governance experience.
• Experience managing Continual Improvement registers, initiatives and measurable benefits.
• Understanding of Incident, Problem, Change, Availability and Capacity Management.
• Experience working across infrastructure, cloud, applications and end-user services.
• Excellent stakeholder management, analytical and communication skills.
• ITIL 4 certification would be advantageous.
• Experience with ServiceNow, Power BI or equivalent reporting tools would be beneficial.
• Knowledge of SIAM, ISO 20000, Lean or Six Sigma would be desirable.
• Experience within managed services, Government or Defence environments would be advantageous.